Hi, I have several departments in Kayako. We would like to have following scenario and are wondering is it possible. department_X -> shows only tickets of this department which are not assigned to any technician --> status "folder" assigned shows only tickets of this department which has technician assigned --> status "folder" closed shows only tickets of this department which are closed So we would like to skip that you have to go to department -> New to check cases in queue and the department view itself would be the queue. Also I posted in other thread a question of the workflow (or something else) automation? So when the case is taken by technician or assigned by someone to technician the status woula automatically change to "assigned". Now you have to take case or assign it and then press "workflow" and that is poor and no one remembers (or want) to do so.