OSticket - gestion de tickets

site officiel: http://osticket.com

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voca

a. Customers - Customers are people who open tickets.
b. Staff Members - Staff are users who answer tickets
c. Teams - A collection of Staff who are not limited to a single department
d. Groups - a security group that limits access to pasts of osTicket.
e. Departments - Billing, Network Operations, Accounts payable, etc. Departments are your companies departments and what they specialize in.

Team members will get access to all assigned ticket regardless of ticket's department.
Groups are like roles.  permissions.  Everyone has a group which controls what they can and cannot do.  This has nothing to do with ticket access.

Voir http://osticket.com/forum/discussion/78980/group-department-team-structure-for-first-second-third-level