Create and manage Agent Groups

This article describes how to use Agent Groups to organize agents and streamline collaboration across departments such as Application Support Team, Helpdesk Monitoring Team, Incident Team. Agent groups help define support team's workflows, improve task allocation, and maintain access separation.

You can create multiple groups based on agents’ skills, services provided, or their associated regions and time zones, enabling more efficient and structured support operations.

Create a new agent group

To create a new agent group: 

1. Go to Admin > Global settings > User Management > Agent Groups. The default agent groups will be listed. 

2. Click Create agent group 
   

3. Enter the group name and description. 

4. Select the Business Hours for the group. 
   Note: only global business hours can be assigned to agent groups.

5. Enable the Restricted group toggle button to make the group restricted.
   
   Note: Only agents who are a part of a restricted agent group can see the tickets assigned to it. Even agents whose access level is set to "across all groups in the service desk" will not be able to see tickets assigned to such groups unless they have been added to a restricted group as members or observers.

6. Select one of the following to add agents as 

• Members - Agents added as Members to a group can perform actions within the group based on their role Scope and Permissions. They can view and access tickets, can be assigned tickets and tasks that belong to the group.

• Observers - Agents added as Observers to a group can access tickets that the group owns, based on their Roles and Scope within the service desk. But, they cannot be assigned any work items within the group either explicitly, or by Automatic ticket assignment.

7. Search and select the agents you want to add. 
   Note: If the agent group is restricted, the agent will only be added after approval from the respective group leader.

8. Enable Automatic Ticket Assignment to automatically assign new tickets in this group to the next agent in round-robin format.

9. Click the Group Automations dropdown and select the duration (minutes/hours/days) after which escalation emails should be sent. 

10. Select an agent who will receive the escalation mail . All forthcoming escalation emails will be sent to this agent.  

11. Click Save once you’re done.
    

Manage agent group

You can do the following actions on the Agent group page.

To edit an agent group: 

1. Click Edit beside the name of the agent group you want to update. The Agent Group details page appears.  

2. Make the required changes and click Update. 

To delete an agent group: 

1. Click on the delete icon [] next to the group of your choice. A confirmation message will appear.

2. Click OK to proceed with the deletion.