This is kind of three questions in one.

1.      We have our support agents in one department dealing with requests related to multiple independent entities. If someone from one of those entities (setup as a light agent) wants to look at a dashboard of tickets for their entity can we make it so that they cannot see tickets from other entities? (My current solution is multiple departments but if there is a simpler way to do this that would be great)

2.      I am trying out making individual departments for each entity as that would isolate the light agents view to just that one department. The idea is to share tickets from the support department to the relevant entity department. Can we make a macro that will help to share tickets?

3.      Also I am having a hard time displaying shared tickets on the dashboard of the entity department am I missing something?