eddiek156 Agent needs to be able to assign a ticket to a customer. I thought about creating a department for each cusomter. Is that the right way to go about it?
Tickets are assigned to Agents. They are not assigned to Users (Customers)... they are owned by a User (customer).
Departments are for logical groupings.
You have three groups ]where you work that need to handle tickets and the three groups do not need/want to see the other groups Tickets. These groups could be Departments, Teams, or just individuals who are responsible for a certain type of ticket. For this simple example we have three groups: Finance, HR, and IT. I would create a Department in osTicket for each of these groups as they will have Agents who answer the tickets for those groups. Now when a User (Customer) opens a ticket I have a number of Help Topics that they can chose from. Here is my simple list of Help Topics.
In this simple example those topics route tickets to the appropriate group of Agents based on what Department I set them to. Here is what I would do for these:
Accounts Payable -> Finance Department
Accounts Receivable -> Finance Department
Background Checks -> HR Department
Budget-> Finance Department
Computer Issue -> IT Department
Internet Issue -> IT Department
Terminations -> HR Department
Then when you create all the Agent accounts you grant them access to those departments.
eddiek156 I want the customer name to be displayed in the agents ticket screen, so they can see at a glance whch ticket is for which customer.
When an Agent goes to the Open ticket list the From is the name of the User (customer).
Also when an Agent clicks on a ticket to view it the User (customer) name is displayed on the upper right of the ticket view screen.