We use teams to separate who can see which tickets. Our setup is a bit different because I work in Higher Ed, and what the system calls Departments, we call Support Areas, and what the system calls Help Topics, we call Departments (Chemistry Department, etc. which requires me to alter the code every update to change the labels and keep people from getting confused, but anyway...)Because Agents could only be assigned to one primary support area (1 to 1), and each department could only be assigned to one support area (1 to 1), in order to have agents see tickets for multiple areas or departments (1 agent to many support areas, or 1 support area to many departments), we needed to create a team for each area and then assign tickets to teams. When we need to adjust coverage for an area because of vacation or sickness, we can simply go into an agent and simply check a box assigning him to additional teams so he can then see the tickets for those areas as well.I don't know if I did a very good job of explaining our set up, and if not I can provide more detail.
