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</style><p><span class="fr-video fr-fvc fr-dvb fr-draggable haloitsmvideo" contenteditable="false" draggable="true" style="display:none;"><iframe width="640" height="360" src="https://www.youtube.com/embed/33Uvr9lUhXE?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe> </span></p><p><span class="fr-video fr-fvc fr-dvb fr-draggable halopsavideo" contenteditable="false" draggable="true" style="display:none;"><iframe width="640" height="360" src="https://www.youtube.com/embed/XCNdhJxQomk?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe> </span></p><p><strong>In this guide we will cover:</strong></p><p><strong>- How to create a new Department and Team</strong></p><p><br></p><p><br></p><p><strong>Admin Guides</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1344/" rel="noopener noreferrer" target="_blank"><strong>Departments</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1348/" rel="noopener noreferrer" target="_blank"><strong>Teams</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Creating a new Department and Team</span></strong></p><p>To access Departments & Teams, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and click 'Configure My Organisation'.</p><p><br></p><p>From here, select the 'Departments' tab and you'll see the following screen. There have been some created already in the below example, but we'll work through adding a new one.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0NmZiMzI3LWQ4MjAtNDBiZS1iMTI0LTBiZjk3MzdmMDg5YiJ9.kz-tFJTJiThsmo8sTk5dJh0I7mP8Rp70B_Fefjqek3Y" class="fr-fic fr-fil fr-dib" width="1400" style="width: 1400px; height: 432.512px;" height="432.512"></p><p><strong><span style="font-size: 10pt;">Fig 1. Departments</span></strong></p><p><br></p><p>We're going to add in a new IT department. To start, click 'Edit' in the top-left corner and the <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ODZjODY3LTQ0ZGQtNDY4Yy1iNWVmLTIzNGFmOTI2Y2Q2ZSJ9.pK9U8ErIpvtc-xHNHfCwZKswoQb_DJdqRDe5ChaDiF0" class="fr-fic fr-dii" width="25" height="22"> icon. You'll then be prompted with the following screen:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyMjUzOTA2LTEwZjAtNDU5OS1iZmRhLTY5ZDA3NTU1MTNiMiJ9.zBZdD3KbMbKQMdjycFaFr-enGnQlf0PXFwC29IQEP18" class="fr-fic fr-fil fr-dib" width="1320" style="width: 1320px; height: 647.981px;" height="647.981"></p><p><strong><span style="font-size: 10pt;">Fig 2. Creating a New Department</span></strong></p><p><br></p><p>At this stage we'll just put in our department name, which is simply going to be 'IT'. This department will contain our IT agents further down the line, so we'll make it an agent department. For now, we'll keep the mailbox override and message group the same - you can come back to this later.</p><p><br></p><p>Once saved, the department will be created and we can now think about adding our Teams. click into the 'Teams' tab and you'll see the screen below. Again, I already have a 'First Line Support' team, but I'd like to add another so we'll go through adding it.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyZTY4YzM4LWNjODctNGZlOC1hYTdkLTAzMzU1Y2FiZmYzOSJ9.rIsu70Bn9jMjgnlLchwU1Ufl6k7h9JMnpiJggrb4Xo0" class="fr-fic fr-dii" width="1349" height="670"></p><p><strong><span style="font-size: 10pt;">Fig 3. Configuring Teams within a Department</span></strong></p><p>We're going to add a Second Line Support team. To start, click 'Edit' in the top-left corner and the <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ODZjODY3LTQ0ZGQtNDY4Yy1iNWVmLTIzNGFmOTI2Y2Q2ZSJ9.pK9U8ErIpvtc-xHNHfCwZKswoQb_DJdqRDe5ChaDiF0" class="fr-fic fr-dii" width="25" height="22"> icon. You'll then be prompted with the following screen:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2YmRhMGMzLWI2ZGEtNGY0OC04ZDRiLTgzMmI4OTEyMGI3NCJ9.RTBG_K-kfBqBYvyI8p2bVhCql6AlyZkZpj8C2sPoNAA" class="fr-fic fr-fil fr-dib" width="1356" style="width: 1356px; height: 659.518px;" height="659.518"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiOTI0NzdlLWMxMjgtNGI0Ni04MTJkLTU1OTNhM2IyNGQwMiJ9.QDQSSDqyb0bC0dhRwH3EIeFuQQzjr0F-EEEim0L0G10" class="fr-fic fr-fil fr-dib" width="1355" style="width: 1355px; height: 474.099px;" height="474.099"></p><p><strong><span style="font-size: 10pt;">Fig 4. New Team Creation Screen</span></strong></p><p><br></p><p>I've added in the new team name and as we can see, the department has defaulted to the newly created IT one. In this example we only intend on this team having access to tickets, so have deselected the 'Projects' and 'Opportunities' sections and chosen the team to be active.</p><p><br></p><p>Under 'Settings', the sequence value determines the order teams appear in your ticket list and can be amended later. We'll leave the rest as default for now. Press 'Save' and your Team will be added. Now would be a good time to go back to Configuration > Organisation and check your 'Organisational Chart', to see your Halo instance taking some structure!</p><p><br></p><p>Load balance is a way of automatically assigning tickets to agents based on their current workload, it will evenly distribute the tickets, for other ticket distribution methods checkout this guide: <a href="https://usehalo.com/haloitsm/guides/2050/" rel="noopener noreferrer" target="_blank"><strong>Distributing Tickets</strong></a>. Message groups are a way of changing the email templates for outgoing mail, these can be configured in Configuration > Email > Message Groups.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhZmUxY2RkLTQzYWEtNDQ5NS05ZGU5LWRhNzE4Y2IxOWYyZiJ9.X4C8QWMf8XPdlM2DvlD6dZL_SVA_BTHpeNgthXRxFcU" class="fr-fic fr-dii" width="1191" height="468"><br></p><p><strong><span style="font-size: 10pt;">Fig 5. Organisational Chart</span></strong></p><p><br></p><p>The next step is to get your Agents added into the system.</p>
