Looking for some opinions from those experienced in running multiple 'desks' within the Service Desk. Here's the sitch;
We have 4 functions to cover; IT Support, a subset of IT support which handles primarily Cargo Support, CLC (a non-IT user department supporting airline-provided systems), and the (one-man-band) support in our Amsterdam office.
At the moment, they have
(main) IT Support - queue on the KACE
(cargo) IT support - use the same queue with different categories
CLC - a different and obselete helpdesk
AMS - none, badgered to death :)
I'd like to have them all on KACE, but be able to seperate them sufficiently that all have their own queues (although with the option of moving tickets from queue to queue!) and ideally granular security roles so I can keep CLC off my IT tickets (for example). All four will have different categories and probably need different ticket rules.
Queues can do some of these things, and Orgs can do others, but I don't really have a feel of which would do it better. Anyone like to share their experiences? I'd be grateful :)
Should I use Orgs or Queues?
so that the conversation will remain readable.