For an admin user to view and reply to support tickets in a specific department, you must assign them to that department.

To do this:

1. Go to Configuration > Manage Admins:

3. Click the Edit icon next to the desired admin user. A list of support departments will display.

4. Check the checkboxes to assign the administrator to each desired support department:

6. Click Save Changes.

For more information, see our Administrators and Permissions and Support Tickets  documentation.