Best Practice for Configuring Zammad with Multiple Departments and Channel Access?

[hacktisch]

Hello Zammad Community,

I’m working on configuring Zammad to support multiple departments, each with access to specific channels and unique overviews. Here’s the structure I hope to accomplish:

1. Each department should have its own group that includes all relevant channels, such as email inboxes, Telegram, SMS, and WhatsApp.
2. Agents can be part of one or more departments. Depending on their department, they should automatically have access to the associated channels and overviews relevant to their role.
3. Each department should have a unique set of overviews that agents see upon login, showing the tickets and tasks specific to their department.

I initially assumed that groups with subgroups were designed for this, but it doesn’t look sufficient (Also, when I add an agent to a ‘main group’, this does not show the tickets of all sub groups to him, which is what I expected to happen. Instead, I have to add the agent to all subgroups separately)

Are there any best practices for managing department-based permissions and overviews, when multiple channels are involved?

Any suggestions would be greatly appreciated
Thank you in advance for your help

[uuajcurran]

I don’t know if it’s best practice, but I’ve been using roles to manage a similar setup. Creating a role for each department and using that to scope access, etc. has been working well in our environment.

https://admin-docs.zammad.org/en/latest/manage/roles/index.html

[hacktisch]

I’m afraid that’s indeed the only way to accomplish this within a standard Zammad setup. We’ll do it this way.
Thanks for the reply!