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In this article, we will show you step by step how to create and configure departments and their members.

⚠️ Important!

Departments make up the main communication structure of the Yungas platform.

Follow the steps below to create a new department in your communication structure.

🟣 Step 1. To create departments, click the Settings icon in the top bar and go to:

Settings >> Departments

🟣 Step 2. Click "+ New Department".

🟣 Step 3. Fill in the required information:

You can also add a department description if you wish.

🟣 Step 4. For each department, you can choose whether it will have subdepartments.

Subdepartments can be created to organize frequently requested topics within the registered department.

Note: If you select Yes, the smart form settings, department response time, and member settings will not apply to the main department. You will need to configure these individually for each subdepartment.

🟣 Step 5. Select the members who will be part of the subdepartment and receive email notifications whenever a new ticket is opened on the platform.

You can also configure the following options:

You can set up a predefined message (automatic reply) that franchisees or unit users will receive when opening a ticket.

This first message can include information such as:

You can also define the department's resolution time, representing the average time the registered department or subdepartment team takes to resolve requests.

Example:

The Finance department has a Payment Slips subdepartment.

This team takes an average of 2 business days (18 business hours) to send a payment slip to a franchisee when requested through Yungas.

In this example, one business day corresponds to 9 business hours.

You should enter this average resolution time in the corresponding field.

Note: When setting the average response time, check whether business hours have been configured on the platform.

You can also create a Smart Form. This field is optional.

The Smart Form helps collect essential information from franchisees before they open a ticket.

Example:

In the Marketing department, there is a subdepartment for Custom Campaigns.

When a franchisee opens a ticket requesting a customized campaign, the team needs to know:

You can add these questions to the form so that the franchisee provides the answers before opening the ticket.

This way, when the ticket reaches the department, all essential information will already be available, making the service process faster and more efficient.

🟣 Step 6. After entering all the required information, click "Finish".

The department will then be registered on the platform.

Done!

You have successfully created your first department!

To make it easier to open new tickets and demands, you can share a direct link to a specific department or subdepartment.

This helps users direct their requests to the correct team.

To copy the link, click the corresponding icon next to the department or subdepartment.

Another option is to copy the link from the Inbox while simulating the creation of a new ticket or demand.

After clicking one of these options, the following message will appear:

"Link copied successfully!"

Done!

The link will be available to share through other communication modules, such as:

When a user clicks the link while logged in to the Yungas platform, they will be directed to the Inbox, with the corresponding department or subdepartment already selected.

They can then continue submitting their request.

Contact our Support team through the Message icon.

⌚ Support hours: 9:30 AM to 5:30 PM.