Departments are a grouping of agents that work together on a single queue (or more than one queue of tickets). A Team is a grouping of Agents that are not part of the same Department that need to work on the same tickets even though they are might not normally need access to the departmental queues of the departments that they usually work.Q 1: How is it possible to view all the tickets open/closed in user area?You cannot get to the User open / closed ticket view on the Agent panel. (Actually you can, but only if you go to User menu and click on the User and then click on the (#) by their name. You would then be able to see all the tickets that the user has opened and closed, presuming they are in a department that your agent account has access to.)Agents log in (to /scp) and see the Agent Open ticket queue by default. For an Agent to see every single open and closed ticket they would need to have access to every single department in the system. They would still only be able to see the tickets for the status that they were checking. The default is open, you can change that by clicking on Answered (if you use this), Closed, or using an Advanced Search.Q 2: Is it possibl to make this in admin area?I feel like my answer to Q 1 already answered that.