This thread is from last year, but still an ongoing issue in our environment.> It is assumed that Agents know what department a ticket should be sent to.Sure, you are right. But from time to time agents accidentally select the wrong department with the result: They have no access to this ticket anymore.The next issue is: Each department has its own email address. So from osticket design, all agents can send out email from any deparment. This violates our company policy.If anyone has an idea/hint how to get this changed, please let me know. Thanks!