Departments and Teams
The article provides a step-by-step guide for creating departments and teams in Halo software. It begins by accessing the Organisation settings, followed by selecting the 'Departments' tab to create a new department, such as 'IT' for agents. Teams, like 'Second Line Support', are added within departments, with configuration options for ticket access and workflow. It highlights aspects like load balancing for ticket distribution and using message groups for email templates. Finally, it suggests checking the organisational chart to ensure proper structure before adding agents.