Two questions

At this time I have only two departments. Sales and Support. Question #1, how do I route a ticket created on the web form to the sales department? Question #2, how can I change the client communication agent to reflect the two departments? When the submit a ticket is clicked, the form has a departments dropdown with maintenance and support.



As of now, the default departments on the Communication Client is Support and Maintenance. You can create departments on Service Desk but it will not populate on the communication client by design. However, You can use the ticket filters and use the categories wherein you can use Filter Rules…t-Filters.html that gives a variety of category that you can choose for specifically routing the tickets