Inbox and customer settings
Departments
Groups of people; route handoffs to one, file conversations under one.

Inbox and customer settingsRead it in the appThe same article opens from Help inside app.dotask.io, beside the screen it describes.
Settings → Departments → New. Add members. Routing can send a handoff to a department, a Flow step can reassign to one, and any conversation can be filed under one from its header.