Hi there,I'm not sure whether this goes in "Suggestions and Feedback", "Installation and Setup Help", or "Troubleshooting and Problems". I'm going to put it here and see where the discussion leads...My company provides IT services to companies that don't have IT departments, or who have a "help desk" guy and need a more experienced engineer to come in once a week, once a month, or whatever for higher level issues, oversight, and design/planning for the future.We use a single instance of osTicket for our customers. This was done on purpose to allow our techs and engineers to have one place to look for issues instead of creating a seperate instance of osTicket for each customer. And generally this works very well. When a ticket is put in by a staff member at one of our clients, based on their email address the ticket is auto-assigned to a Department and a Team gets their ticket. All is well, except for one problem....For some customers, we have a technical contact. At others we have a point of contact. But at every customer, we have at least one or both. Often this person is a non-IT staff member who is in management, and they would like to be able to see the status of all of their staff's tickets in one place.If I set them up with a user account, they can see the status of THEIR tickets, but not the status of others' tickets within their organization.If I set them up as an agent and only assign them to their own department (how we separate customers), I get the view I want, but there are some problems...It started out with the User Directory and Organizations options. They could see them, and this meant that not only could they see other companies, but that other companies could see them. This did not go over well. Trying to fix this, I moved the "Users" and "Organizations" menu items over to the Admin Panel. Then we discovered that if they create a new ticket and start to type a someone's name, say "Dave", they get every "Dave" in the user directory, including those at other customers. How can I solve this? I can't find a way...It also turns out the PoC/Agent can see other "Teams" in the assignments view. Thus if the Team is named "ABC Company Support Team", they now can see we do the IT support for "ABC Company."So, unless someone has another solution, it seems to me that osTicket needs a security level that is between "User" and "Agent". Something we can assign to customer PoC's and have them only able to see their company/department's tickets... unless, of course, I'm missing a way to do this already, in which case, can someone point me in the right direction?Thanks (in advance!)