Departments

Zoho Desk departments represent different divisions of your business, whether split by product, region or internal team. Each department can run its own support operation, with its own agents, channels, automations and business hours.

What departments give you

Each department can have its own agents, mailboxes, live chat agents, community forums, web forms and social media channels, plus its own automation rules, SLAs and business hours. You can also create private departments, used for internal ticket handling only, which are not visible to customers in the Help Centre.

Access and plan limits

By default, only users with the Administrator profile can add or manage departments, though this permission can be extended to other profiles. The Professional plan allows up to 10 departments (including private ones), and the Enterprise plan includes up to 50 by default, which can be increased with add-ons.

Adding a department

1. Go to Setup > Organization > Departments.
2. On the Department List page, click New Department.
3. Fill in the Department Name, an optional Logo, Display in Help Center (uncheck to make it private), Associate Agents, and a Description.
4. Click Configure Channels to set up communication channels now, or configure them later.