Configure departments and agents

Departments route tickets; agents decide who can work each queue.

Create a department for each team that owns a type of request, such as General Support and Billing.

Departments

1. Open Components, Easy Helpdesk, Departments.
2. Add a title, optional description, and publish it.
3. Use clear names customers will recognise on the submit form.

Agents

1. Open Agents and map a Joomla user to one or more departments.
2. Mark managers when they should oversee that department.
3. A global agent mapping (all departments) is useful for small teams.

Without an agent mapping, staff may see limited queues depending on ACL. Map people before going live.