How to Add a Group

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 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 Agents from the dropdown to add them to the group.

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

Adding a group to a ticket:

1. Go to Tickets.

2. Click on any ticket.

3. On ticket detail page, click on Unassigned Group dropdown.

4. Select any Group from the dropdown.

5. Group will be tagged to the ticket successfully.

Adding a group on ticket list view page:

1. Navigate to the Unresolved Tickets page.

2. Click on the Assigned Agent column to access the Groups option.

3. Assign the appropriate group to the specific ticket.