"internal" display name and "external" (to clients) display name

[craigbrass]

The ability to name a department one thing for the end user and something else for the staff would be handy. I have some long department names that I want showing to the user but don't want these to take up half the page on the left panel of the staff area.

[Matthew]

Yes, yes, yes! As mentioned by Craig, the ability to present a simplified department name to customers would be nice. But that doesn't make it essential, in my opinion.

But here's where it would be essential, and why this feature should be added:

Your help desk routes tickets for multiple geographical sites. Each has their own template group for customizing interfaces elements, language, and access to knowledgebase/download items. Internally, you have departments that look like:

• Staff Support (Dubai)
• Staff Support (Jakarta)
• Staff Support (Hong Kong)
• etc.

The departments are staffed by different people of course, based in the different office locations. However, when company staff log into the web interface to issue a ticket, they should only need to see one department: Staff Support Services. So internal company names must be distinct, but the display names may be identical. I'm sure people can think of other situations where this would be useful.

[Carl Silver]

+1 to this!

[jgodfrey]

This would be very handy as well. +1 from me.