Route tickets
to the right
departments

Tvixel can be organised around the departments and areas of responsibility you already have in your company. Create departments such as Support, Sales and Accounting, and choose which employees should have access to each department.

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All inbound channels • Access by user • Manual or automated routing

Easily create your departments An administrator can easily create departments and then assign users to them in under 30 seconds.
Move a ticket to another department Easily move the ticket to another department and assign it to a team member if needed.
Receive a ticket If you only have access to one department, tickets automatically appear when someone assigns them to your department.
Departments

Let Tvixel reflect your organisation

Every ticket in Tvixel belongs to a department. This makes it clear which team should handle the enquiry and brings the department’s work together in its own inbox.

A user can be assigned to one or more departments. Employees who work with both sales and customer service can therefore access both areas, while others only see the departments relevant to them.

How enquiries reach the right department

For email, you can forward an address such as support@company.com to the Tvixel address associated with your Support department. When a customer writes to that address, the ticket is created directly in the relevant department.

Messages from channels such as live chat and Messenger do not necessarily have a recipient address that indicates where they belong. In these cases, rules and AI can assess the content and place the enquiry in the relevant department.

A message about an invoice can, for example, be placed in Accounting, while a question about a product can be sent to Sales or Support.

Create the departments you need

Your departments do not have to follow a fixed structure. You can create them based on your company’s organisation, your employees’ responsibilities or the different types of enquiries you receive.

These could include Support, Sales, Administration, Accounting or a department for a specific location or product group.

Give access to the relevant employees

When you create or edit a user, you choose which departments the user should be assigned to. The same employee can have access to several departments.

This allows employees to focus on the enquiries relevant to their work, without everyone necessarily having access to every ticket in the company.

A ticket can always be moved from one department to another if it needs to be handled by a different team. The entire conversation and all ticket information move with it, making it easy for the new department to review the history.

Try Tvixel for free
Try Tvixel for free

Create your departments, assign your employees and see how enquiries are routed in day-to-day use.

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Each department has its own inbox

All enquiries for the department are collected in one place. Employees with access can see new, active and pending tickets within their area of responsibility.

Users can work across departments

An employee can be assigned to several departments and switch between their enquiries without needing multiple user accounts.

Routing with addresses, rules and AI

Emails can be routed based on the recipient address. Messages from live chat, Messenger and other channels can be routed using rules or an assessment of the message content.

What is a department in Tvixel?

A department is a workspace with its own inbox and enquiries. Examples include Support, Sales and Accounting. Each ticket belongs to one department.

Each department can have its own Tvixel address. For example, you can forward your company’s support address to the address for your Support department in Tvixel. New emails are then created as tickets in that department.

These messages do not always have a recipient address that indicates which department they belong to. You can therefore use rules and AI to assess the message content and place it in the relevant department.

Yes. A user can be assigned to one or more departments. This is useful for employees who work across areas such as Sales and Support.

No. You decide which departments each user should have access to. Access can therefore be adapted to the employee’s role and responsibilities.

Yes. If a ticket has reached the wrong department or needs to be taken over by another team, it can be moved to a different department. The conversation and all other ticket information move with it.

An employee can move the ticket manually afterwards. Automated routing helps with the initial sorting, but employees can always correct the placement.

Yes. Customers can continue writing to the email addresses they already know, and you can forward the messages to your departments’ addresses in Tvixel.