Hi there,
I've been playing a little with departments, roles, and teams. I came up with a conclusion that I could not confirm throughout the discussions of this forum, so I wanted to check with you guys if it was correct:
The role that is defined for an agent in a department (primary or extended access) will dictate what the agent can do (ie. permissions) with tickets assigned to that department. The agent will not see tickets linked to departments he/she does not belong to, unless he or his team is assigned to them.
Teams allow for grouping agents who don't necessarily belong to the same department together (as defined here). The role defined by an agent's primary department will dictate what he/she will be able to do with tickets that are assigned to (one of) his team(s) when tickets are linked to a department which he/she does not belong to.
I am mainly trying to affirm the bit in bold, the rest is more introductory.
What do you think?
Julien