The whole problem is that osTicket is organised by Departments. This is not flexible at all.
One problem may be complex - it may include multiple departments.
What if a company has 1 person working 2 departments ?
We use Spiceworks for 8years.
osTicket is by far the better product with ONE Large But !
We have used spiceworks with very flexible organisation setup:
“If you are in a ticket, you can see it”
Agent can be creator, cc or assignee.
if you are one of the following you can see the ticket.
that way everybody can see any ticket if they are IN it .
I’m disappointed that I lost couple of weeks setting up osTicket