1. Go to Setup (  ) > Organization > Departments.
2. In Department Lists page, click New Department in the upper right corner.
   
3. In the Add Department page, enter the following details:
   
• Department Name: Provide a name for this department
  
• Display Name in Help Center: Enter the name as it should appear for your customers in the Help Center
  
• Logo: Browse and select a logo for the department. The logo is used to identify the department in the Help Center
  
• Display in Help Center: Uncheck this option to add a private department
  
• Associate Agents: Add agents to handle the tickets received in this department
  
• Description: Enter the description for the department
  
4. Click Configure Channels.
   
   
   
   

1. Go to Setup (  ) > Organization > Departments.
2. In the Department Lists page, click the Edit icon (  ) displayed alongside the name of a department.
   
3. Perform the necessary changes. You can click Change logo to browse and select a new logo for the department.
   
4. Click Save.
   

Disabling Departments

If required, the Administrator can disable the departments based on the business needs. When you disable a department, all the Tickets, Articles, Contracts, Products, Activities, Workflows and SLAs associated with it cannot be accessed. Also, web forms that were created for the department need be re-generated. 

Note:

• When you disable a department, you must transfer the agents and the support mail boxes associated with it to an active department.
  
• Tickets cannot be transferred to a department; only agents and emails can be transferred.
  
• You can only disable the departments and cannot delete them.
  
• Enabling a disabled department will retain the previous tickets associated with it. However, the transfer of agents and emails is irreversible.​
  

To disable a department

1. Go to Setup (  ) > Organization > Departments.
2. In the Department Lists page, click the Inactive tab at the top to list the inactive departments.
   
3. Hover the mouse pointer on a department and click on the toggle to enable it. 
   

Department add-on

To create an additional department in your Zoho Desk account, users have the option to purchase the Department Add-On through our store. 

For the Enterprise edition, 50 departments are initially provided by default. Through the Department Add-On, users can acquire up to 450 more departments via the store, allowing a total of 500 departments per Desk account.

Points to remember

1. The Department Add-On is available for Enterprise edition and it's equivalent plans, including ZohoOne, CrmPlus, and ServicePlus. 
2. For the Desk Enterprise plan, you can directly purchase the add-on from the store, referring to the steps given below. However, for bundled plans like ZohoOne, ServicePlus, and CrmPlus, customers will need to submit a request to the respective services. The payments team will then process the addition of the add-on through an offline method.
3. The pricing for purchasing extra departments is as follows:
   
1. Monthly: $7 per department  
2. Annual: $6 per department
4. If an existing enterprise user chooses to downgrade from the Enterprise plan to a Standard or Professional plan, the number of departments will be adjusted according to the downgraded plan. In such cases, if the customer wishes to retain and buy extra departments, they should upgrade back to the Enterprise edition and purchase the Department Add-On.

To purchase the Department Add-On

1. Go to your Zoho Desk account.
2. Click on your profile picture.
3. Select the Subscription button adjacent to your edition.
   A separate window will open, displaying the Zoho Stores page.
   
   
   
4. Click on Upgrade Agent/Add-ons.
   
   
   
5. On the Manage your Zoho Desk Subscription page, choose the desired number of department add-ons (up to a maximum of 450).
6. Click Proceed, and place and buy your order.
   
   
   

Note: The After Addition column on the Upgrade Add-Ons page will display the total number of departments in your account, including the existing departments (only active departments) and the additional departments purchased through the add-on.