Hi @marionha,
The closest approach for this might be setting up capabilities per agent and role (using the Support agent for one dep, Support Manager for other dep, customize the capabilities for each one) assigned to a department, using and testing the different capabilities from the capabilities table:
– https://getawesomesupport.com/documentation/awesome-support/admin-roles-capabilities/roles-capability-table/
For allowing your agents to only see their tickets per department you would need a premium feature called Security Profiles from the productivity add-on:
– https://getawesomesupport.com/documentation/productivity/security-profiles-for-agents/
– https://getawesomesupport.com/addons/productivity/
I will mark this topic as closed but if you need more assistance you an open a new topic.
Regards.
