📂 Category: Support
Setting up support departments in Buscoou PRO allows you to efficiently manage customer tickets by directing them to the appropriate teams.
How to Create a New Support Department
1️⃣ Go to Setup -> Support -> Departments.
2️⃣ Click New Department.
3️⃣ Fill in the required fields:
- Department Name – Enter the name of the department.
- Hide from Clients? – Choose whether this department should be hidden when customers create a new ticket.
- Department Email – Enter the email address for this department.
Email Configuration for Tickets
If you want to automatically receive and process emails as support tickets, configure the IMAP settings.
1️⃣ IMAP Username – Only required if your IMAP server uses a username instead of an email address.
2️⃣ IMAP Host – Enter the hostname of your IMAP server.
3️⃣ Password – Enter the email account password.
4️⃣ Encryption – Choose the encryption type for the IMAP connection.
5️⃣ Folder Selection –
- Click Retrieve Folders to fetch available folders from your IMAP account.
- The system will only import emails from the selected folder (default: INBOX).
6️⃣ Delete Email After Import? – Enable this option if you want emails to be deleted after they are imported as tickets.
7️⃣ Test the IMAP Connection – Click TEST IMAP CONNECTION to verify that your settings are correct.
Important Notes
✅ Only staff members assigned to a department will receive ticket notifications.
✅ If a department is hidden, clients won't be able to select it when opening a new ticket.
✅ The IMAP configuration is required for email-to-ticket automation.
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