Based on a post here from about 5 years ago, I now understand that I can assign requesters to a site and a department underneath that site.  I can then either give them the ability to see all their department's tickets or all tickets that are part of the site (all departments).

We've been using ServiceDesk Plus for probably 10 years now and never used Sites/Departments.  All of our users are part of the "not associated with any site" site and all of their departments have automatically been set to whatever their department is in Active Directory.  We're fine with this and I understand that if I want to give a department manager the ability to see all of their departments tickets, I can just set that access on their requester user in the admin area.

My question is this:

We started using salesforce maybe 2 years ago.  We get a lot of "enhancement requests" for salesforce and one of our technicians is responsible for implementing them.  They all come in as servicedesk tickets.  We would like to give 2 or 3 requesters (managers) the ability to see all of these salesforce tickets and we don't think that we can use the Sites/Departments feature of servicedesk to make this work while still allowing them to see their departments tickets.

Is there another feature of ServiceDesk that will help us accomplish this?  I searched the forums here but everything that comes up is 5-10 years old so I'm wondering if any new features have been added that will work.  We can't let them see ALL servicedesk tickets and then set up filters for them because we get confidential tickets that nobody but the IT department can see.

Thanks,

Adam