Allow other users to view other's tickets
We're implementing our KACE service desk. We have multiple departments that have 2-3 leads per department. We'd like it so that if person1 enters a ticket from department1, person2 can view that same ticket. Is that possible?
If not, is the next best option to create department1 their own ticket queue, and then allow tickets to be transferred between the queues? If we go this route, do we need to allow the same submitters for department1's queue be the same as the main helpdesk queue? (we're trying to set it so that only the leads can submit tickets).