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Configure divisions

Updated Monday, October 26, 2026 ·

Divisions separate operational areas and provide defaults and scope for related configuration. Use a simple hierarchy to keep routing, access and customer-facing content aligned with your teams.

Applies to: Supportbench Core. Location: Settings → Organization → Divisions. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
  • Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
  • Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

  1. Open Settings → Organization → Divisions.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Division profile

SettingWhat it controlsHow to choose
NameThe name shown in selectors and lists.Choose a distinct operational name.
DescriptionExplains the intended purpose and audience.Describe ownership and when to use it.
ActiveControls whether the item is available for normal use.Review existing references before deactivation.
Parent divisionPlaces a division within a root division’s hierarchy.Use a parent only where the child belongs to that operational scope.
Display orderControls placement in division lists; lower values appear first.Keep the hierarchy easy to scan.

Defaults and related records

SettingWhat it controlsHow to choose
Default emailThe division’s default sender address.Choose an active address already configured for your account.
Default KB communityThe community associated with this division.Check the portal’s audience and permitted divisions separately.
Asset categoriesCategories available through this division configuration.Select only categories that belong in the division’s work.

Behavior to know

  • Inactive divisions and their children are removed from active routing/selection lists after configuration refresh. Review descendants before deactivation.
  • A division’s default community does not by itself make every article public.

Recommended use

  • Use terminology that agents and customers already understand. Explain the intended meaning in the description.
  • Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
  • Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

  1. Create a root division for a support operation.
  2. Add a child only when that service needs distinct scope.
  3. Choose its default email, KB community and asset categories.
  4. Save and inspect the division hierarchy and a test case’s relevant choices.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Email configuration → Configure reply addresses and signatures
  • Self-Service → Configure a customer portal
  • Assets → Configure asset categories
  • Organization → Configure agent roles and division access

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