Re:amaze allows you can create and add team members to a Department, like Customer Support, Sales, etc. This way, you can reassign conversations to a Department rather than sending them to a specific person. Departments can then easily view and collaborate on conversations that are meant for them.
How to Set Up Departments
You can access Departments by navigating to Settings > Account Settings > Departments. From here, you can add team members to Departments. If you have team members who work across multiple departments, that's no problem. Team members can be added to multiple Departments.
Simply click "Reassign" from the Conversation page, like you would if you were reassigning to a team member. From here, simply select a department instead.
You can receive email and mobile notifications when conversations are assigned to a Department you're in. You can access your notification settings by clicking on your avatar in the top-right corner of the screen and selecting Profile and Personal Settings > Email Notifications. Check the "Department Reassign" box.
Departments will also work with Re:amaze Automated Workflows so you can automatically assign certain types of conversations to a specific department.