3 minute read
The purpose of creating departments within Blesta is for Blesta clients to be able to open tickets. Departments within Blesta will map to a Cerb Group and Bucket. By adding the department functionality within Blesta, a single Cerb instance can be connected to multiple Blesta companies or a separate Blesta instance, all without any special configuration done at the Cerb side.
Departments require that a Blesta user (Clients and Contacts) opening the ticket have a service they can access. The service can be active, canceled, pending, suspended or in review. This means anonymous users or users without access to a service are not able to open tickets.
Staff can open tickets on behalf of customers within Cerb ensuring the ticket is owned by correct organization.
Departments may be created under:
|Name||The name of the department as shown when creating a ticket|
|Description||The description of the department when creating a ticket. HTML is allowed|
|Group||The name of the group new tickets will be assigned to|
|Bucket||The name of the bucket new tickets will be assigned to|
|Custom Fields - Type||The type of custom field that will be shown within Blesta|
|Custom Fields - Name||The name of the custom field that will be shown to the Blesta client|
|Custom Fields - Visible||When set, this custom field will be shown when creating and viewing tickets|
|Custom Fields - Required||When set, this custom field will be required when creating a new ticket|
If you are connecting your Cerb instance to multiple Blesta companies or even a separate Blesta instances, best practice would have your Cerb Buckets and Groups organized as such:
This allows Cerb workers to be assigned to a group, such as sales, that can span multiple brands. Note in this configuration once a worker is assigned to a Cerb group, they would have access to all the buckets within it. This setup works well when workers have knowledge of each brand.
However, their are other cases where a worker might not know every brand. In this setup, you might want to organization your group and buckets in the reverse:
This allows workers to to be assigned to a group within a specific company, A for example, and some or all questions based on the bucket they operate in.
Lastly, you can make a hybrid of both layouts. The possibilities are endless within Cerb why creating departments in the Blesta-Cerb plugin allows you to map to what ever style works today and in the future.