---
title: "Create a department and add people to it"
description: "Set up a department in the console, give it a default ticket stage and a ticket id format, then add the staff who are going to work in it."
updated: "2026-08-28"
audience: [administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/nhom-va-phong-ban"
---

A department is what a ticket is routed to and what a Kanban board is built
from. This page creates one, configures it, and puts people in it.

## Goal [#goal]

A department exists with the right name, the right address, the right default
ticket stage, and a list of the staff who answer for it.

## Before you begin [#before-you-begin]

* The **Departments** entry in the navigation appears for an **administrator** only.
* A name for the department, and a shared mailbox address for it if there is one.
* The accounts you are about to add must already exist — [Add, edit and remove user accounts](/en/quan-tri/nguoi-dung).
* Know how a ticket differs from a conversation: [Conversation or ticket](/en/khai-niem/hoi-thoai-vs-ticket).

## Steps [#steps]

1. Open **Tickets** → **Departments**. The list appears with an **Add Department**
   button at the top right.
2. Press **Add Department**. A **Department Profile** card opens on an empty form.
3. Fill in **Department Name** and **Email Address**. The address is optional; the
   list prints **No email assigned** where it is missing.

   ![The department creation form with Department Name and Email Address filled in, and the Visible to customers switch turned on below them](https://helpdesk-docs.svr1.feedapp.click/images/docs/quan-tri/nhom-va-phong-ban/01-tao-phong-ban.en.webp)

   *The Visible to customers switch sits under the two text boxes.*
4. Look at the **Visible to customers** switch. On, a customer can pick this
   department when opening a ticket on the portal; off, it leaves that form.
5. Press **Create Department**. The console returns to the list with the new
   department in it.
6. Open it with the gear button on its row. The **Settings** tab edits the name,
   the address and the visibility switch; press **Save Changes** when done.
7. Scroll to the **Ticket & Notification Settings** block. Set the **Ticket ID
   format** and the notification switches, then press **Save Settings** — that
   block has a save button of its own.
8. Move to the **Users** tab, press **Add User**, and pick the people who belong in
   **Department Users**.

## Verify [#verify]

Go back to **Tickets** → **Departments**: the new department is in the list with
its address under the name. Open its **Users** tab and count the rows — the
count matches the people you added. Open the form for a new ticket: the new
department is offered in the department select.

> **A team and a department are one record:** The **Team** select on a user's profile lists exactly the records the
> **Departments** screen manages — both read one table. Setting somebody's
> **Team** on the **Users** screen and adding them on a department's **Users**
> tab reach the same result.

## Troubleshooting [#troubleshooting]

| Symptom                                                      | Cause                                                       | What to do                                                                   |
| ------------------------------------------------------------ | ----------------------------------------------------------- | ---------------------------------------------------------------------------- |
| The navigation has no **Departments** entry                  | That menu row is assigned to the administration group alone | Ask to be raised to the **Role**, or ask an administrator                    |
| The configuration block reads **Settings unavailable.** | The department's settings record did not load               | Reload the page; while the block is empty, **Save Settings** posts nothing   |
| A new ticket lands in no column                              | The department has no default ticket stage yet              | Set it in [Configure the columns of a team's board](/en/ticket/cau-hinh-cot) |
| Customers cannot pick the department on the portal           | The **Visible to customers** switch is off                  | Turn it back on; tickets already in the department are unaffected            |
| The department is gone but the accounts remain               | Deleting a department deletes no account                    | Reassign each person's **Team** on the **Users** screen                      |

## Next steps [#next-steps]

* [Configure notifications for the workspace](/en/quan-tri/thong-bao)
* [Add, edit and remove user accounts](/en/quan-tri/nguoi-dung)
* [Conversation or ticket](/en/khai-niem/hoi-thoai-vs-ticket)