I have had 2 main complaints since day 1.
1) How do I remove agents from departments, so that my agents don't see those department tickets in "Open" for them, but can still go find / access one of those other department tickets if needed?
2) How do I delay / pend a ticket? Removing it from the "Open" bucket until a later date? Then at the later date the ticket goes back to Open on its own.
So what we have been doing is created a custom status called "Pending". Changing tickets to "Pending", setting the due date in the future.
Problem is my guys have been advance searching for "Open" tickets in their department all day. Then they have to search for "Pending" and "Overdue" tickets to find tickets that needed to be done now. They have to bounce back and forth all day. You can also designate someone to go search for those pending tickets everyday and change them to "Open".
Well now with the new search features I think I'm just going to train my guys to do their advance search for any tickets "Open" assigned to their department with a due date of current day or older.
That's 1 search they can do all day long and it filters out anything with a due date in the future and other departments.
It's a crazy workaround, but it's the best we could come up with.