Docs/Support/API/Departments

Departments API

Endpoints for configuring organizational support departments (e.g. Technical Support, Billing, Security Escalations), dedicated routing mailboxes, and automated assignment queues.

Default Department: Exactly one department in each tenant can be designated as is_default: true. Unrouted tickets and inbound emails without explicit recipient tags automatically fall back to the default department.

Fetches all active departments configured for the tenant with member agent count.

List DepartmentsAuth

Fetch all active departments configured for the tenant.

Status Codes

Name
200
Type
HTTP
Description
Departments list returned successfully
Name
401
Type
HTTP
Description
Unauthorized - missing or invalid access token

Request

GET/v1/support/departments

Response 200

Creates a new routing department (Admin only).

Create DepartmentAuth

Create a department routing target and optional mailbox address.

Payload Example

{
  "name": "Enterprise Escalations",
  "description": "L3 Engineering and dedicated SLA incidents",
  "email": "escalations@tenant.vyntech.com",
  "is_default": false,
  "sort_order": 2
}

Status Codes

Name
201
Type
HTTP
Description
Department created successfully
Name
400
Type
HTTP
Description
Invalid department parameters
Name
403
Type
HTTP
Description
Forbidden - requires Admin role

Request Parameters

Name
name
Type
string
Required
Description
Department display name (e.g. "Technical Support").
Name
description
Type
string
Description
Internal or public overview of queue scope.
Name
email
Type
string
Description
Dedicated inbound mailbox address for direct routing.
Name
is_default
Type
boolean
Description
Set to true to make this the fallback department.
Name
sort_order
Type
integer
Description
Display sorting index in customer portal dropdowns.

Request

POST/v1/support/departments

Response 201

Fetches full department details and roster of assigned agents.

Get DepartmentAuth

Retrieve department settings and member roster.

Status Codes

Name
200
Type
HTTP
Description
Department returned
Name
404
Type
HTTP
Description
Department not found

Request

GET/v1/support/departments/{id}

Response 200

Updates department configuration, mailbox, or default queue assignment.

Update DepartmentAuth

Update department details and routing parameters.

Payload Example

{
  "name": "Technical Support & Engineering",
  "description": "Tier 2 and Tier 3 product engineering support",
  "sort_order": 1
}

Status Codes

Name
200
Type
HTTP
Description
Department updated successfully
Name
403
Type
HTTP
Description
Forbidden - requires Admin role
Name
404
Type
HTTP
Description
Department not found

Request

PUT/v1/support/departments/{id}

Response 200

Deletes a department. Any existing open tickets in this department are re-assigned to the default department.

Delete DepartmentAuth

Remove a department and re-route orphan tickets to default.

Status Codes

Name
200
Type
HTTP
Description
Department deleted and tickets reassigned
Name
400
Type
HTTP
Description
Cannot delete the default department
Name
403
Type
HTTP
Description
Forbidden - requires Admin role

Request

DELETE/v1/support/departments/{id}

Response 200