It sounds like you're trying to make a more informed decision prior to installing and setting up osTicket based on your questions. So I'm going to move this thread to the General Discussion section. I've tried to answer your questions in a logical methodical way below, but please feel free to ask more questions if you do not feel my answer is clear enough.1: Groups are security groups. It controls access to the functionality on the back end of osTicket (assign tickets, delete tickets, view dashboard, etc). Teams are cross department organizational units that allow its members to access tickets in the unit with out being a member of the Department that the ticket is assigned to.2. three questions asked, answers in order below:A. Yes its possible. B. The price is dependent on the level you want. (see http://osticket.com/editions)C. Only you can answer that question. If you have the in house staff with the necessary skill set to install, troubleshoot, and perform maintenance on your web/osticket server then in house might be a good choice for you. If you want a support contract and have a small amount of users then the hosted version is a good choice for you.3. There are a couple ways to close tickets.When updating a ticket you can tick the "Close on reply" before hitting "Post Reply"While viewing a ticket you can click the close button in the upper right hand corner.In the open ticket / My Ticket list view you can tick the check box to the left of the ticket and click Close at the bottom of the screen.