I have to set up ticketing for 3 surveys and for each survey there is a separate email id that needs to receive email once the ticket is created. There will be 3 groups of people that will manage the tickets of the respective surveys and neither of the groups should see each other’s tickets. For this should ticket groups be used or ticket teams or both?
There is some more information about ticket teams vs groups here:
I believe assigning tickets to ticket teams based on embedded data or survey source will be one way to go about this. So you could create 3 different ticket teams and assign tickets to the correct team accordingly.
With ticket groups, there are more opportunities for each member of a group to see other group’s tickets and edit them depending on their permission settings, which it sounds like wouldn’t be good for your case since you don’t want them to see each other’s tickets.
+18Another difference between teams and groups is that if someone is assigned to a team, the default setting of My tickets will show them all the tickets they’re associated with. If they’re part of a group, My tickets is empty and they need to filter on the group manually.
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