Background:
Small company with few staff, but also see value for multiple depts. we don't have enough staff to have a distinct manager for each dept. This is where things break down badly. I want new ticket alerts to go to dept or maybe team members.
I wish an email as defined under admin panel could have a default help topic setting. It has priority and dept. This is related to this broader issue. If one allows for email ticket creation then no help topic is set. The assignee should assign a proper help topic no matter what. But from a reporting perspective it sure would help to have a default.
Staff seems to only be part of a single group directly. This is annoying because the only way I can get alerts (eg new ticket) to work for a team is to extend membership to groups with access. This kind of works, except overseers which don't necessarily need to see all alerts - maybe just overdue ones, but a members for access get too many alert emails. Fundamentally, the level of control for alerts is poor at best for my use case.
Shouldn't the users count on the departments list include the extended users, too?