Create groups

A group is a team of agents, such as Billing or Returns. Every ticket belongs to a group. Agents in a group see its queue and can be assigned its tickets.

Create a group

1. Open Admin Center, People, Groups and choose New group.
2. Enter a Name and a Description of what the team handles.
3. Add Members. Only staff accounts can be members.
4. Turn on Default group if new tickets without a routing rule should land here. Only one group can be the default.
5. Choose Create group.

Route tickets to a group

• Give a support address a group under Admin Center, Channels, Brands & email.
• Give an organization a Default group.
• Use triggers to set the group from the subject, channel, form or any other condition.

Groups and permissions

A role can limit agents to Tickets in their groups. Such agents only see tickets of the groups they are in, plus tickets they requested.

Views, macros, dashboards and saved searches can be shared with a group.

Delete a group

Choose Delete group in its actions. Tickets in the group then need a new group, and its members are removed from it. The default group can’t be deleted.

Related

• Manage team members
• Assign a ticket to an agent or group
• Roles and permissions