Typologie, Ticket Assignment

[JonasTh]

Hi,

i'm thinking through a ticket System for a School. They need the Ticket System for IT Problems and also to manage events (to assign events to event teams and to manage there communication with the client).

That means Incoming Tickets need to be sorted between IT and Eventtechnik and than they should be sorted by the technik Team which depends on the School Year: 9, 10, 11, 12... It should be possible that the 'Client'/'Customer' did this assignment already in the Customer Web Interface.

I was thinking of making two Queues "IT" and "Eventtechnik". Customers will choose between those two. And i was thinking making Agent Groups for Year 9, 10, 11, 12... but how can i make it possible for the customer to assign those?

I'm sorry for the complicated description,

Jonas