We are looking to use Helpspot initially for a single department, as such email requests would come in via a single mailbox and everyone in that department would need to see all unassigned requests.
However, we may want to expand usage to other departments. This would mean we would like to do the following:
- Have a different mailbox for each department.
- Only have the people in a specific department see the unassigned tickets that came in on their mailbox.
- Have a set of predefined responses available just for that department.
- Probably a few other settings which I haven’t thought of yet.
What is the recommended way to set up Helpspot to help keep each department separate and not get mixed up with other departments calls, default responses etc.? Has anyone used Helpspot in this way and what is their experience?