Org structure & routing
Departments, user groups, work schedules, macros, labels, and languages.
These building blocks shape how work is organized and routed. All live under Settings.
Departments#
Nestable groupings of agents (a department can have a parent). Members can be assigned to departments, and tickets can be scoped to a department.
User groups#
Named groups of agents used as auto-assignment targets. When a channel has auto-assignment enabled, it routes new conversations to a user group (see Channels overview).
Work schedules#
Define business hours and a timezone, then attach a schedule to a channel:
- Each day (Sun–Sat) can have a start and end time; overnight windows are supported.
- No schedule means the channel is treated as always open (24/7). So does a schedule with every day switched off — it shows as Always open (24/7) in the list.
- To attach a schedule, open the channel and pick it under Work schedule.
- Out-of-hours traffic can be steered to ticket-only handling.
- Outside these hours the AI agent tells a customer whose ticket is open or in progress that your team is away and when it is next at work. See Repeat requests.
Macros#
Canned replies your agents can insert to answer common questions quickly and consistently.
Labels#
Reusable tags (with colors) applied to tickets — see Ticket boards.
Content languages#
Separate from the app's UI language (Localization), content languages define which languages your translatable content (widget text, resource names, etc.) supports. Add the languages your customers use.
Workspace profile, branding, and AI.