Post Title:

Ability to Clone Groups

Feature Request Summary:

Currently, only Admins can create Groups/Triggers and they need to create individual groups where you need to manually add each individual Agent to the group. This creates a bottleneck and increased effort to do so.

Description/Use Cases:

When we create a new group and add a bunch of Agents (usually 60+), if we need to create another group based on the same users (escalation paths, additional product workflows, etc). We cannot clone an existing group so we have to add each agent seperately yet again to the second, or third group with the same Agents. Then we have to ensure we didn't miss any Agents. If we did, we have to go back and read Agent by Agent to ensure everyone is there.

Business impact of limitation or missing feature:

As only Admins can create groups/triggers at the moment, there is already a bottleneck for these requests. Now we need to add in additional effort for each group we need to make by adding the same Agents individually. Most of our groups contain 60+ Agents which is already time-consuming. Now double it for each group. And factor in going back to edit the groups if you missed an Agent.

Other necessary information or resources:

Additional Admin Micro Permissions