{"id":34321,"date":"2026-02-14T12:20:00","date_gmt":"2026-02-14T12:20:00","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=34321"},"modified":"2026-03-16T07:36:38","modified_gmt":"2026-03-16T07:36:38","slug":"company-and-department-managers","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/company-and-department-managers\/","title":{"rendered":"Company and department managers"},"content":{"rendered":"\t\t
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\nAvailable with:<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPlus<\/span>\n<\/span>\n|<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPremium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Desk365 lets you assign special roles to contacts so they can oversee and manage support tickets created by others in their organization. This is done by marking\u00a0a contact\u00a0as a Company Manager or\u00a0a Department\u00a0Manager.<\/span>\u00a0<\/span><\/p>

These roles are commonly used when a customer wants a single point of contact,\u00a0such as an IT lead, department head, or operations manager\u00a0to track, respond to, and manage tickets raised by multiple users.<\/span>\u00a0<\/span><\/p>

This article explains how manager roles work in Desk365, how to assign them, and what level of access each role provides within the support portal<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Who is a manager in Desk365? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A\u00a0manager is a contact who is granted visibility and control over tickets beyond just the ones they personally create.<\/span>\u00a0<\/span><\/p>

Depending on how the manager is configured, they can:<\/span>\u00a0<\/span><\/p>

  • Access tickets across an entire company, or<\/span>\u00a0<\/span><\/li>
  • Access tickets limited to specific departments within a company<\/span>\u00a0<\/span><\/li><\/ul>

    The scope of access is\u00a0determined\u00a0at the time the contact is marked as a manager.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Assigning a manager role to a contact <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    You can assign a manager role while creating a new contact or by editing an existing one.<\/span>\u00a0<\/span><\/p>

    • Go to Accounts\u00a0>\u00a0Contacts >\u00a0All Contacts<\/span>\u00a0<\/span><\/li>
    • Create a new contact or open an existing contact<\/span>\u00a0<\/span><\/li>
    • In the contact form,\u00a0locate\u00a0the\u00a0company field<\/span>\u00a0<\/span><\/li>
    • Enable the\u00a0company\u00a0manager option next to the company name\u00a0by simply clicking on it<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"marking-contact-as-company-manager-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      When enabled, the background turns blue,\u00a0indicating\u00a0that the contact has been marked as a manager.<\/span>\u00a0<\/span><\/p>

      At this stage, the contact can be configured either as a company-level manager or a department-level manager.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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      Company-level managers <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      A contact becomes a\u00a0<\/span>c<\/span>ompany-<\/span>l<\/span>evel\u00a0<\/span>m<\/span>anager when the\u00a0<\/span>c<\/span>ompany\u00a0<\/span>m<\/span>anager option is enabled.<\/span><\/span> This capability is available in the Plus and Premium plans.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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      Company-level\u00a0managers:<\/span>\u00a0<\/span><\/p>

      • Can view all tickets created\u00a0by any contact\u00a0under the company<\/span>\u00a0<\/span><\/li>
      • Can see tickets from all departments<\/span>\u00a0<\/span><\/li>
      • Can access past tickets, including tickets created before they were marked as a manager<\/span>\u00a0<\/span><\/li><\/ul>

        This role is intended for users who need complete visibility into their organization\u2019s support requests.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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        Department-level managers <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        A contact becomes a\u00a0<\/span>d<\/span>epartment-<\/span>l<\/span>evel\u00a0<\/span>m<\/span>anager when one or more departments are selected<\/span>\u00a0and granted department-level manager access.<\/span><\/span> Department-level manager access is available in the Premium plan.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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        Department-level\u00a0managers:<\/span>\u00a0<\/span><\/p>

        • Can view tickets only from their\u00a0manager access granted\u00a0department(s)<\/span>\u00a0<\/span><\/li>
        • Cannot see tickets from other departments in the same company<\/span>\u00a0<\/span><\/li>
        • Can access past tickets within their department scope<\/span>\u00a0<\/span><\/li>
        • Are visually\u00a0identified\u00a0by an \u201cM\u201d icon next to the department name<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          Manager experience in the support portal <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          Once a contact is marked as a manager, they gain\u00a0<\/span>additional<\/span>\u00a0filtering options in the\u00a0<\/span>s<\/span>upport\u00a0<\/span>p<\/span>ortal that allow them to view tickets beyond their own.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          Managers can filter tickets\u00a0by\u00a0using\u00a0the following views:<\/span>\u00a0<\/span><\/p>

          Managers can filter tickets in the support portal using the following views.\u00a0The tickets shown depend on whether the manager is assigned at the company level or the department level.<\/span>\u00a0<\/span><\/p>

          1. All tickets<\/span><\/b>– Shows a combined view of:<\/span>
            <\/span>– Tickets created by the logged-in contact<\/span>\u00a0
            <\/span>– Tickets shared with the contact<\/span>\u00a0
            <\/span>– Tickets created by other contacts within the company<\/span>\u00a0<\/span><\/li><\/ol>

            For department-level managers, this view includes:<\/span>
            <\/span>\u00a0 \u00a0 \u00a0 \u00a0– Tickets they created<\/span>\u00a0
            <\/span>\u00a0 \u00a0 \u00a0 \u00a0– Tickets shared with them<\/span>\u00a0
            <\/span>\u00a0 \u00a0 \u00a0 \u00a0– Tickets created within their managed department(s) only<\/span>\u00a0<\/span><\/p>

            1. Company tickets-\u00a0<\/span><\/b>Shows all tickets associated with the company, regardless of who created them.<\/span>\u00a0<\/span><\/li>
            2. Department tickets-<\/span><\/b>Shows tickets associated only with the managed\u00a0department(s).<\/span>\u00a0<\/span><\/li>
            3. Tickets created by me-<\/span><\/b>Shows only the tickets created by the logged-in contact.<\/span>\u00a0<\/span><\/li>
            4. Tickets shared with me – <\/span><\/b>Shows tickets that have been explicitly shared with the\u00a0logged -in\u00a0contact using the\u00a0\u2018Share To\u2019\u00a0feature.<\/span>\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              What managers can do with tickets <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              Within their scope of access, managers can:<\/span>\u00a0<\/span><\/p>

              • View tickets<\/span>\u00a0<\/span><\/li>
              • Reply to tickets<\/span>\u00a0<\/span><\/li>
              • Export tickets<\/span>\u00a0<\/span><\/li><\/ul>

                Department-level managers can perform the same actions, but only on tickets from their managed department(s).<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                How notifications work for managers <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                Manager notifications are designed to avoid unnecessary noise while still keeping managers informed once they actively participate in a ticket.<\/span>\u00a0<\/span><\/p>

                Managers do not receive notifications\u00a0immediately\u00a0when a ticket is created by another contact in the company or department<\/span>\u00a0<\/span><\/p>

                Once a manager replies to a ticket and becomes part of the conversation, notifications will start being sent to the manager<\/span>\u00a0<\/span><\/p>

                Notifications can be delivered via email or Microsoft Teams, depending on configuration<\/span>\u00a0<\/span><\/p>

                Currently, notifications are sent when:<\/span>\u00a0<\/span><\/p>

                • An agent replies to a ticket<\/span>\u00a0<\/span><\/li>
                • A public note is added<\/span>\u00a0<\/span><\/li><\/ul>

                  Notification settings for managers follow the same template as notifications for other contacts in Desk365.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                  \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"manager-notifications-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  Use\u00a0company-level\u00a0managers when full visibility across the organization is\u00a0required\u00a0and department-level\u00a0managers when access should be restricted to specific teams or departments<\/span>\u00a0<\/span><\/p>

                  By combining company and department managers, Desk365 gives you precise control over ticket visibility while keeping collaboration simple and secure.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17824,"menu_order":8,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-34321","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34321","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=34321"}],"version-history":[{"count":31,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34321\/revisions"}],"predecessor-version":[{"id":35673,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34321\/revisions\/35673"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17824"}],"prev":[{"title":"Share tickets with specific contacts using the \"Share To\" feature","link":"https:\/\/help.desk365.io\/en\/articles\/share-to-feature-share-tickets-with-specific-contacts\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27383"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=34321"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=34321"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}