How to Add a Group

Groups are used to create collections of agents based on criteria those agents have work 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 new 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 them to the group.

7. Click the Save Changes button, and the new group will be successfully added.

Adding a group to a ticket

1. Go to Tickets .

2. Click on Assigned Member > Unassigned Group dropdown.

3. Select any Group from the dropdown.

4. Group will be tagged to the ticket successfully.

Adding a group on the ticket detail page

1. Go to Tickets.

2. Click on any Ticket.

3. On ticket detail page, click on unassigned drop-down in the top left corner.

4. Select any Group from the dropdown.

5. Group will be tagged to the ticket successfully.