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4.12. Handling Multiple Departments in HelpSpot

Updated: May 6 2026, 03:27 PM

HelpSpot can support multiple departments within an organization. Common rollout approaches include adding additional departments to an existing HelpSpot instance or running separate instances for stronger separation.

Option 1 - Use an existing HelpSpot instance for multiple departments

Add additional departments into the current HelpSpot setup when teams may need to share workflows or pass requests between departments.

Recommended setup

1. Add new categories for the additional department.
2. Add staff members for the additional department.
3. Create limited permission groups so department staff only see requests in their assigned categories.

When this option works best

• Requests are expected to be passed back and forth between departments.
• A shared workflow is preferred within one system.

Important considerations

• Any admin in the system can access all requests.
• Items like automations and triggers generally need to be managed centrally by a set of admins.

Related documentation

• Category Management: https://support.helpspot.com/index.php?pg=kb.page&id=526
• Permission Groups: https://support.helpspot.com/index.php?pg=kb.page&id=547

Option 2 - Run a separate HelpSpot instance per department

Use separate HelpSpot instances when departments need stronger separation and want to be fully self-sufficient in managing their own configuration.

When this option works best

• Stronger separation between departments is required.
• Each department needs to manage its own permissions, categories, and configuration without impacting other departments.

Important considerations

• Moving a request from one HelpSpot installation to another usually involves forwarding emails and the conversation continuity is not as good. 
• Cross deparment reporting and processes need to be configured in each HelpSpot instance.