Departments -> Sub-departments

[m3a0s]

Is there a possibility of Sub-Departments?

We have a few programs that are use by a number of employees:
GradeSpeed (grade book software)
RSCCC (scheduling/registration software)
Etc.

So, here is what I’m looking to do:
Say a person has a problem with one of the common programs, and I need specific info/user info for that program.

So for example when submitting a ticket the user would:
1. select “High School” for the department and clicks next
2. on the next page the user selects “GradeSpeed” and clicks next
3. then base on the sub-department of “GradeSpeed” the information page would have different custom fields then if they had selected a different program

Is there/will there be any way of doing something along these lines?
Or any suggestions on an easier way of accomplishing this.

Thanks,
Aaron

[Varun Shoor]

Hi Aaron,
Interesting Idea, this can be achieved later in v3.1 as it is not that complex of a feature. It is basically an additional layer to group tickets.

Did you try using Custom Ticket Status? They might also work for you but a Client cannot select Custom Ticket Status.

Regards,

Varun Shoor

[kaviar]

I would also like to see this option added.

[hostnine.com]

We feel a really helpful feature for Kayako would be sub queues of the main ticket queue. For example:

Support
-Level 2
-Level 3

Billing
-Cancelations
-Upgrades

Just a way to add queues within the main queue.

Would anyone else find that useful?

[Neil-UKWSD]

Hi,

That would be quite useful and would make it easier if looking for an email to billing for an upgrade rather than trawling through all the tickets with the billing department.

[Hermelin]

I use a custom field for that (lots of click though), and an associated filter (yes, filter on custom fields works!). I'd welcome a less clicky staff custom field... Because a sub folder with all the status doesn't really help.

Anne

[JoelCant]

Hi,

Is it possible to create sub departments on Kayako. I saw some dicussion on it being implimented on v3.1, but I see no progress?

Joel

[Jamie Edwards]

Hi Joel,

Sub-departments have not been implemented in Version 3.10 of SupportSuite, but the suggestion is still open for V4.

[jpuff]

The ability to do this would be very helpful.

[mcewan]

I don't know if this option is already implementet in any Version. But what I can tell you is, that I have added this feature by myself. I put some additional stuff to the Departments Table. A column which states the function of the Department. Is parent or not. Then I integrated a new Tree Menu into the Ticket View and added some sql-Functions to get the is parent or not thing working. Furthermore I added the Information after every Department if there are Open or On Hold Tickets...



I also added some more features by myself. So Kayako - if you are interested, contact me

[craigbrass]

Kayako plan to implement this in V4.

In the mean time, feel free to share how you did this in the Developers board here on the forum.

[hjm]

Originally Posted by m3a0s

Is there a possibility of Sub-Departments?

We have a few programs that are use by a number of employees:
GradeSpeed (grade book software)
RSCCC (scheduling/registration software)
Etc.

So, here is what I’m looking to do:
Say a person has a problem with one of the common programs, and I need specific info/user info for that program.

So for example when submitting a ticket the user would:
1. select “High School” for the department and clicks next
2. on the next page the user selects “GradeSpeed” and clicks next
3. then base on the sub-department of “GradeSpeed” the information page would have different custom fields then if they had selected a different program

Is there/will there be any way of doing something along these lines?
Or any suggestions on an easier way of accomplishing this.

Thanks,
Aaron

Yes, this feature will be very interesting.

Regards

Jorge