Hi, Emanuele
Each department has a setting that will allow managers to view tickets that are sent to that department. When you edit the department, it's a checkbox at the bottom of the Options tab:
It's that SECOND one: "Allow managers outside of this Department to view its contents"
This is a departmental setting, so it can be enabled for some departments and not others.
Derek Curtis
COO
SmarterTools Inc.
www.smartertools.com