Skip to main content

Groups & Teams

Groups organize agents into teams for efficient request routing and workload management.

What are Groups?​

Groups are collections of agents who:

  • Share responsibility for certain request types
  • Have a common queue to work from
  • Can be assigned requests as a team
  • Often represent skill areas or departments

Common Group Structures​

By Expertise​

GroupPurpose
Hardware SupportPhysical equipment issues
Software SupportApplication problems
Network SupportConnectivity issues
SecuritySecurity-related requests
DatabaseDatabase administration

By Support Level​

GroupPurpose
Level 1 (L1)Initial triage, simple issues
Level 2 (L2)Intermediate technical issues
Level 3 (L3)Advanced/specialist issues

By Location/Region​

GroupPurpose
North AmericaRegional support
EuropeRegional support
Asia PacificRegional support

By Customer/Department​

GroupPurpose
Finance ITFinance department support
Sales ITSales department support
Executive SupportVIP/executive requests

Creating Groups​

Administrators create groups via:

  1. Navigate to Settings > Groups
  2. Click New Group
  3. Enter group details:
    • Name (required)
    • Description
    • Manager (optional)
  4. Click Create

Managing Group Membership​

Adding Members​

  1. Open group settings
  2. Click Add Member
  3. Search for user
  4. Select and confirm

Removing Members​

  1. Open group settings
  2. Find member in list
  3. Click Remove
  4. Confirm removal

Bulk Management​

For larger changes:

  • Import from CSV
  • Sync from identity provider groups
  • Use API for automation

Group Queues​

Each group has a shared queue:

Queue Features​

  • Shows all requests assigned to group
  • Unassigned requests appear first
  • Agents can claim requests
  • Workload visible to all members

Working the Queue​

  1. Navigate to Requests
  2. Filter by your group
  3. View unassigned requests
  4. Click Assign to Me to claim

Queue Prioritization​

Queue sorts by:

  1. SLA urgency (breaching first)
  2. Priority level
  3. Creation date

Request Assignment​

To Group​

Assign requests to group (not individual):

  • Appears in group queue
  • Any member can claim
  • Useful when unsure who should handle

To Individual in Group​

Assign to specific person:

  • Goes directly to their queue
  • Still visible in group view
  • Appropriate when expertise is known

Reassignment​

Transfer between:

  • Agents in same group
  • Different groups entirely
  • Individual to group queue

Group Settings​

Basic Configuration​

SettingDescription
NameGroup display name
DescriptionPurpose and scope
ManagerGroup lead (for escalations)
EmailGroup contact email

Notification Settings​

Configure per-group:

  • New request alerts
  • SLA warning notifications
  • Escalation alerts
  • Daily digest emails

Auto-Assignment Rules​

Future feature - automatic routing:

  • Category-based routing
  • Keyword matching
  • Round-robin assignment
  • Load balancing

Group Hierarchy​

Parent-Child Groups​

Create hierarchies for complex organizations:

IT Support
├── Hardware
│   ├── Desktop
│   └── Mobile
├── Software
│   ├── Office Apps
│   └── Custom Apps
└── Network
    ├── LAN
    └── VPN

Escalation Paths​

Define escalation routes:

  • L1 → L2 → L3
  • Sub-group → Parent group
  • Regional → Global

Multi-Group Membership​

Benefits​

Users in multiple groups can:

  • See requests from all groups
  • Be assigned from any group
  • Balance workload flexibly

Example​

A senior agent might belong to:

  • L2 Support (primary)
  • L3 Support (escalation backup)
  • Security (specialist area)

Considerations​

  • Avoid too many groups per user
  • Clear primary group responsibility
  • May see duplicate requests in views

Metrics and Reporting​

Group Performance​

Track per group:

  • Request volume
  • Resolution times
  • SLA compliance
  • Workload distribution

Workload Analysis​

Monitor:

  • Requests per agent
  • Queue depth over time
  • Peak hours
  • Bottlenecks

Best Practices​

Group Design​

  1. Keep groups focused: Clear purpose for each
  2. Right size: 3-10 members typically optimal
  3. Clear ownership: Every request type has a group
  4. Avoid overlap: Minimize confusion about routing

Membership Management​

  1. Review membership quarterly
  2. Update when roles change
  3. Remove inactive members
  4. Document group responsibilities

Queue Management​

  1. Don't let requests sit unassigned
  2. Balance workload actively
  3. Escalate appropriately
  4. Communicate within team

Troubleshooting​

Requests Going to Wrong Group​

  • Review category-to-group mapping
  • Check request submission forms
  • Train users on proper routing

Group Queue Empty but Requests Exist​

  • Verify filter settings
  • Check group membership
  • Confirm requests are assigned to group

Can't Add User to Group​

  • Verify user exists in system
  • Check you have Admin role
  • User may have reached group limit