How are you using ticket groups?
We created different ticket groups that correspond to different groups within the company and then added appropriate people to them. Once a ticket is put into “engineering”, CSRs can no longer see them. Okay, so then I need to add the CSRs to the engineering group. If I have to add everyone to every group just so that all tickets for a given customer show up, what’s the point in even having more than one group?
I asked support, but the response I received was academic, not useful.