Sandoval Perreira

Hello, 

I am looking to create a flow in which tickets that are in a general initial queue (current) can be routed to various departments.  The originators will be many sources that will be unable to make a consistent selection on say, skill, so it would be a manual delegation.  Our plan currently has 5 seats.   Ideally, I would have at least 5 departments with 3-5 staff members who can be assigned and re-route tickets. 

As a new admin and user of Zendesk I can't think of a way to accomplish this without adding all of the "users" as agents which will then raise the cost exponentially.  I don't think we can accomplish this with light agents since the notes will need to be public.   

Any assistance is appreciated.