Departments & Email

Departments route tickets to teams. Email accounts (when enabled) pull mail into tickets so customers can write to a mailbox instead of only using the portal.

Departments

Open Departments (email-accounts permission). Create departments that match how you staff support (Billing, Technical).

Mailbox fetch

Connect department mailboxes when department email fetch is on the plan. Keep credentials in the product, not in tickets. Test with a throwaway address before you publish a public support email.