Hi,
There are 4 different departments that will be onboarded, each with their own ticket layout. However, all the tickets come into the main department, and they will then assign tickets to the relevant departments. When they assign the ticket to the department, they will still need visibility of the ticket and see when a resolution has been added so they can then contact the customer, but if they share a ticket with the relevant department the ticket remains with their layout and not the layout of the desired department. If they move the ticket to the other department the layout will be correct on the ticket but they will no longer have visibility.

 

I have explored using ‘teams’ instead of ‘departments’ but that way I believe all teams will have visibility of all the tickets in the department which we can’t have. Each team needs to only be able to view their own tickets except Corporate Affairs which is the main department. We only have the professional edition of Zoho so can only have one layout per department, I’m wondering if you have any suggestions/workaround for this issue that I am not seeing? Can the layout be changed when shared to the department's layout it is being shared to?