Infos:
- Used Zammad version: 6.2.0-1712728678.1fb595f2.bookworm
- Used Zammad installation type: package
- Operating system: Debian 12
- Browser + version:
This is more of a “how should I be doing this?” question than a problem, maybe it’s what the “Organization” feature is for, I’m unsure.
Long story short, my organization has loved using Zammad so far for their IT help, and want me to move “all of the other helps” onto it. Maintenance department stuff, requests for the mechanics or fleet managers, requests for the social media and marketing people, etc.
I was doing something like this previously with Spiceworks, I had one Active Directory domain where the people from those departments would be “admins” of their respective help desk, but they want me to put everyone on Zammad and I’m not sure the right way to do this.
Would I create multiple “Organizations”, and name them things like “IT Department” and “Maintenance Department” and “Marketing Department”, and then do something like promote people from maintenance / marketing / etc. to be agents for that organization, if that’s even a thing?
Would I do this by having multiple incoming email addresses for tickets, each with a different “group”? (can that even work if all of my users are logging in from the same LDAP source, no matter which “help desk” they are assigned to)
Is this a job for just going from one VM running Zammad to four VMs running Zammad? (I technically could do this, but the other three help desks are at about two to three tickets per year usage volume, so I don’t want to create a ton of VMs if I don’t have to)