Can you change the layout by sharing a ticket to another department?
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?
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