Departments

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Introduction

Departments represent different business divisions within your organization and can be categorized based on products, geographical locations, or internal teams. Zoho Desk enables you to create and manage multiple departments, allowing for independent support operations tailored to each division. 

Each department can have its own agents, mailboxes, live chat agents, community forums, web forms, and social media channels. Additionally, automation rules, SLAs, business hours, and more can be customized at the department level. 

You can also create private departments used exclusively for internal ticket handling. These will not be visible to customers in the Help Center. 

Availability and Permissions

  • Who Can Manage: By default, only users with the Administrator profile can add or manage departments.
  • Permission Customization: Admins may assign Departments permissions to other user profiles.
  • Plan Limits:
  • Professional Plan: Up to 10 departments (including private).
  • Enterprise Plan: Up to 50 departments by default; can be increased with add-ons.

Adding a Departmen

To add a new department: .

  • Go to Setup (⚙️) > Organization > Departments.
  • On the Department List page, click New Department.
  • Fill in the following details:
  • Department Name
  • Logo (optional)
  • Display in Help Center (uncheck to make it private)
  • Associate Agents
  • Description
  • Click Configure Channels to set up communication channels or configure them later.

Editing a Department

To edit existing department details: 

  • Go to Setup (⚙️) > Organization > Departments.
  • Click the Edit icon (✎) next to the department name.
  • Modify any required fields, including the logo.
  • Click Save.

Disabling a Department

You can disable departments temporarily. Once disabled: 

  • Tickets, workflows, SLAs, and other items under the department become inaccessible.
  • Web forms must be recreated for active use.
  • Agents and mailboxes can be transferred to another active department.

To disable a department:

  • Go to Setup (⚙️) > Organization > Departments.
  • Hover over the department and toggle the switch Off.
  • Select a department to transfer agents/mailboxes.
  • Click Transfer and Disable.

Enabling a Department

To enable a previously disabled department: 

  • Go to Setup (⚙️) > Organization > Departments.
  • Click the Inactive tab.
  • Hover over the department and toggle the switch On.
  • Reassociate agents with the department, as previous ones were transferred during disablement.

Department Add-On

To scale your support operations, Zoho Desk offers Department Add-Ons. 

Department Add-On Limits & Pricing

  • Enterprise Plan Default: 50 departments.
  • Add-On Capacity: Add up to 450 departments (maximum 500 total).
  • Pricing:
  • Monthly: $7/department
  • Annual: $6/department

Eligibility:

  • Available for Enterprise, Zoho One, CRM Plus, and ServicePlus plans.
  • Direct purchase from the store is only available for standalone Enterprise users.
  • Users on bundled plans must contact the respective service teams to process via offline methods.

Purchasing Steps:

  • Log in to Zoho Desk.
  • Click your profile picture > Subscription.
  • In the Zoho Store window, click Upgrade Agent / Add-ons.
  • On the Manage Your Zoho Desk Subscription page, select the desired number of department add-ons.
  • Click Proceed and complete your order.

Note:
The “After Addition” column will reflect the total number of active and newly purchased departments.

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