1. Open Support > Ticket Departments and add or edit the intended department. In General, enter the customer-visible name and a concise description of the issues it handles.
2. Assign the responsible teams or staff members. Review their department permissions for viewing tickets, receiving notifications and automatic assignment.
3. Choose whether the first replying administrator receives ownership and whether later staff replies should change that assignment. Match the rule to how your team hands work over.
4. Open Import Messages if the department will accept email. Configure one intended import path for each mailbox and test it separately.
5. Open Notification. Select the approved sender or supported mail service, then choose the staff and client events that generate messages.
6. Select or review the department's new-ticket and reply templates. Verify the From identity and reply destination so customers can continue the same conversation.
7. Create a test ticket as an ordinary customer and confirm that an authorised staff member can see, claim and reply to it.

Test with a staff account that should not handle the department and with a customer contact whose department access is restricted. Review the ticket log after reassignment to make sure ownership remains understandable.

Document the fallback owner for absence and the route for urgent escalation. Notification delivery helps staff notice work, but it does not guarantee someone has accepted responsibility.

• Give HostBill staff appropriate administrator permissions
• Connect support mailboxes to HostBill ticket importing
• Configure and test outgoing HostBill email
• Organize HostBill ticket status assignment and escalation

• HostBill ticket department general settings
• HostBill ticket message import
• HostBill ticket department notifications
• HostBill staff and staff team privileges