We are using 1.9.4 and I'm not sure how things might be different but this is what we have going on.For every Department, I created a Team with the same name. So for example if we had a department named Sales, there would be a team named Sales as well. Help Topics are set up with a specific Department, and assigned to that matching Team automatically as follows:Under Admin Panel>Manage>Help Topics, when we Select a Help Topic, there is a place to set the default "Department" and also a place to set the "Auto-assign To:" and from that drop down list, we select the Team so that when a ticket comes in for a specific help topic, it automatically belongs to a specific Department, and is automatically assigned to the Team created for that department. Then we have Alerts and Notices (Ad.Panel>Settings>Alerts and Notices>Ticket Assignment Alert) set to Assigned Agent/Team and to Teams Members, so they get alerted when a ticket comes in. So a ticket is created online and the user selects the Help Topic from a drop down list, let's say, "Price Inquiry". The ticket is automatically assigned to the Sales department, and the Sales team, and all the team members are notified of the new ticket.Agents can belong to more than one team, so even if an Agent might belong to the Sales department, he/she can receive alerts for tickets to the Billing department as well, by simply making him a member of the matching Billing team. We have a few agents that bounce between departments, so it was necessary for us to find a way to make sure they could see tickets for more than one and receive alerts for more than one.There is also a place in the ticket filters for tickets we receive through emails to do the same thing, and each of our departments has their own email. If a ticket comes in on firstname.lastname@example.org a ticket filter automatically assigns it the Sales department and the Sales team, and alerts go out.I hope I have done a good job of explaining and can try to answer any questions on things I wasn't very clear about.