KevinTheJedi Hey there, I've gone ahead and reported that ID thing. It didn't bother me at all - I just came across it while trying to troubleshoot the above issue as to why my canned response wasn't showing in the list. But I can imagine scenarios where such accessibility would be unwanted!
The department feature is something I do like for providing access to the helpdesk from third parties. Lets say I provide support to a client with 100+ locations and they want to log into our help desk to view their tickets only. The departments are a great way to do this.
Few issues with it in that I can't seem to restrict them from the dashboard so I need to manually edit the core files to hide the dashboard. Same with the knowledgebase as we don't really want them seeing our internal knowledgebase full of stuff not relevant to them and potentially sensitive info.
Lastly the queues - would be good to hide the queues from them too. Appreciate the content of the queues can be hidden from them using departments but if you have a number of queue and sub queue names on your helpdesk it might also give away sensitive info to a clients that you don't want them to see. Or it just looks cluttered with irrelevant data to an extent.
On another positive note the departments seem to be a good way for contractors to access your helpdesk. Lets say you have outsourced the support of all printers to a particular company, and you want them to take ownership of issues through your helpdesk. Great. Although I've not set it up for this yet I do have a potential use case for it and it seems to be pretty similar to the above where a client is accessing their tickets.
