You do know that 1.9.12 is pretty old at this point right?So what I would do is I would create a "department" for each school.The small number of staff assigned to specific schools would have Agent accounts created. They would then be made members of the department for their school. Additionally any manager that needs access to this department could be made a department manager to keep up to date on all tickets for said department.I would create an "organization" for each school. User accounts (the school staff who open tickets) would be assigned to the Org for their school. Any "School staff" that needs to be updated on all tickets would be setup as the Organizations Primary Contact. And in 1..10 you enable ticket sharing with the Primary Contact, in your version I think that you would Automated Collaboration Primary contacts.You shouldn't need to use "Teams" at all."Groups" are collections of Access right settings (they became roles in 1.10) controlling what an Agent has access to be able to do, and can grant additional access to other departments.I would setup a group for regular agents, a group for Manager agents.The regular agent group should have create, edit, post, close, assign , transfer. The manager agent group should have all those plus access to all departments (unless you dont want them to be cross department).Alternatively you could create an admin one to do things like ban emails, manage premade, manage faq, view agent stats.. Or you could assign those rights to the managers... or like we do here all agents can manage premade and faqs and view stats. Totally up to you.