Two levels of structure route tickets to the right people.
Departments group tickets by who handles them — for example Billing, Technical, or Onboarding. Set them up under Configuration → Departments.
Groups are round-robin queues of agents inside a department. New tickets are distributed evenly across the group's agents, and you can use Distribute next to manually hand the oldest waiting ticket to the next agent. Configure groups under Configuration → Groups.
Think of departments as the area and groups as the queue that actually assigns work within it. Together they make sure tickets reach the right team and are shared fairly, rather than piling up on whoever grabs them first.