SAC 360º - Filters - By Department
In the SprintHub 360 Helpdesk, the filter by department allows viewing only the service requests of a specific company sector. This feature is essential for teams that operate in a segmented way — such as Support, Sales, Finance or After-sales — making it easier to focus and organize the demands.
⚙️ How to apply the filter by department
Access the menu General > 360 Helpdesk, or type "360 Helpdesk" in the field "Find services".
In the left sidebar, locate the Filters.
Click Departments.
Select the sector you want to view.
The panel will display only the service requests linked to the chosen department.
⚠️ Important
Requests started manually (that is, created directly by the agent) are not automatically linked to any department. In these cases, they will appear as "No department" until they are assigned manually or via automation.
It is possible to automatically assign a department to a service request through automation rules. Thus, whenever a request is created with certain conditions — such as origin, keyword or time — the system forwards it to the correct department.
To ensure organization, periodically review the “No department” requests and adjust when necessary.
🛠️ How to create a new department
Access ⚙️ Gear (top right corner) > System settings > Departments.
Click Add new department.
Set the name, description and the permissions of the department.
Click Save.
After created, the new department will be available for selection in the filters, in the automations and in the assignment of service requests.
Departments🔐Department Permissions
💡 Tip
Combine the Departments filter with others, such as Platforms or Responsible party, for a more complete view.
Set up automations to automatically assign departments and avoid manual errors.
🧠 Benefits
The filter by department helps to:
Organize service requests by sector;
Monitor the productivity and volume of each team;
Ensure that all demands are directed correctly;
Reduce rework in the triage of conversations.
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