I feel I might have only helped to confuse this question, by not understanding what it is you are really asking.So you want to see the team name AND each technician on the team listed when a ticket is assigned? That is not possible in the UI and you would need to modify the source code to do that.Q: Should I treat 'teams' as being the IT Teams that are going to be receiving the tickets,A: yes, as @[deleted] says, teams are collections of agents and would be the ones to resolve the tickets.Q: and then treat departments as the departments logging the tickets to us,A: no, departments are internal to your organization, and not users. Departments are things like your Tech Departments, or Sales Department, or Finance Department, that you route incoming tickets to based on the Help Topic selected by the person submitting the ticket.As @[deleted] said, Teams are collections of Agents, Departments are collections of Help Topics, if you need to create collections of Users you can use Organizations for that.If you are asking about adding a new column to show different information in your ticket queue, we can point you to a thread that discusses that as well.