Hi Cody,

Thank you for choosing tawk.to and for reaching out.

When creating a ticket you have the option to assign it to an agent or a department. Even though a ticket may be assigned to a particular agent or department, anyone can respond from the Dashboard.

We have taken note of your suggestion and will post updates once the feature has been approved and implemented.

This is how the department function works for tawk.to chat:

1. Chats can be assigned to departments. All agents, including those not assigned to the selected department, can see the incoming chats. However, only those who are assigned to the department will get a notification.

2. This makes it easy for one agent to take over another agent’s chat — especially if the chat is transferred from one department to another. Also, your agents aren't wasting time trying to answer questions they don't know the answer to or giving the wrong answer because it's not in their area of expertise.

3. ​When a chat is assigned to a department, the agents outside that department only hear notifications if no agents from the selected department are online the department. T. This prevents chats from going unanswered.

4. Currently, there is no option to hide chats from departments or property members outside of a selected department.

Click the following links to learn more:

Assigning tickets: https://help.tawk.to/article/assigning-tickets

Setting up departments: https://help.tawk.to/article/creating-and-managing-departments

Creating and responding to tickets: https://help.tawk.to/article/creating-and-responding-to-tickets

If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!