Notifications on team assignment?

nerdyviking88

I'm wondering if the blow is possible:

1 Department, 1 Manager
3 Teams in that Department
1 ticket queue for each team, with the same subqueues (unanswered, stale, and closed)
1 Generic "unassigned" queue for any ticket that isn't in a team.

I'd like to have any ticket sent to the main dept drop into the "unassigned' queue. I'd an alert to fire on this to a few specific people who are, at the moment, not a member of a specific team or anything. They would look at the ticket and assign it to the appopriate team. At that point, I'd like to have the members of each team recieve a notification that they have a new ticket.

ntozier

Teams are not members of a Department and vice versa.
Agents can belong to Departments and/or Teams.
Teams are groups of Agents that CAN be cross department or from the same Department.
Think of Departments as a bucket that you put users into.
Think of Teams as a bucket that you put users into.
You can't put a bucket into another bucket.
Each Department and Team has its own Queue.