I have to create tow departments, every department has its users. When the user in department X send a ticket all the users in department X should receive it. How can I do that?
Send Tickets to multiple user in the same department
Users are not in Departments. They can be put in Organizations.
Users also cannot open a ticket in a specific Department (unless you make Help Topics that route the ticket to the specific Department).
Agents can be in Departments (well they have access to them). Agents can open a ticket in any Department they want. You would make sure that the Department did not suppress New Ticket Alerts. And make sure that the Admin panel -> Tickets -> Alerts and Notices -> New Ticket Alert is enabled, and set to "Department Members". Then when a new Ticket is created it alerts all members.
If I put users in Organizations, can I assign the received tickets ( as an agent ) to the organization? ( to multiple users )?
If yes how, please.
Go to: Agent panel -> Users -> Organizations.
Click on the Organization you want to edit.
Click on the Organization name (again)
Click on the Settings tab
See Ticket Sharing.
10 months later
If I have one IT department with different areas?
HelpDesk First Level Support.
Techs Second Level Support
Then level 1 transfer ticket to Techs.
Should I create one IT department with different teams? One for HelpDesk and other for techs?