Groups are used to create collections of agents based on criteria those agents have in common. You must be an admin or an agent in a custom role with permission to create groups.
Here are the ways you can create and add groups :
1. Go to Settings > Groups.
2. Click on Add group
button.
3. Enter the Group name
.
4. Optionally, in Group description
enter a description.
5. Select the Business hours
from the dropdown to add to the group.
6. Select the Members
from the dropdown to add to the group.
7. Click on Save Changes
button, the new group will be added successfully.
Adding a group to a ticket
Go to
Tickets .
Click on
Assigned Member > Unassigned Group
dropdown.Select any
Group
from the dropdown.The
Group
will be tagged to the ticket successfully.
Adding a group on the ticket detail page
Go to
Tickets
.Click on any
Ticket.
On
Ticket Detail Page
, click onUnassigned
dropdown in the top left corner.Select any
Group
from the dropdown.-
The
Group
will be tagged to the ticket successfully.