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.
Groups are used to create collections of agents based on criteria those agents have in common. How you set up your groups depends on how you want to define your workflow and organize your agents. You might create groups by skill (software vs hardware) or to reflect the organizations they serve (for example, a group might serve only customers in a certain region or time zone).
In addition to collecting agents to serve your workflows, on Enterprise plans you can also use groups to protect sensitive tickets by making them private. Tickets that are assigned to a public group are accessible to agents who aren't members. Tickets assigned to a private group are only accessible to agents who are members of the private group.
To learn more about groups, check out Justin Grave's advice in our community forums on what not to do with groups or watch this short video.
On Enterprise plans, admins can designate a group as private to restrict access to all tickets assigned to that group. Agents outside of the group can assign public tickets to a private group or a member of a private group, which results in the ticket being made private. Any agent outside of the group or without permission to view private tickets can't see private tickets.
When agents view private tickets, they see a private tag with the icon as part of the ticket status tag as well as a lock icon next to the assigned group's name. When using views, a lock icon is displayed next to the ticket status for each private ticket in the list. Additionally, agents working on private tickets are prevented from @mentioning or opening side conversations with team members outside of the private 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 with permission to create groups.
- In Admin Center, click People in the sidebar, then select Team > Groups.
- Click Create group.
- Enter a group name.
- Optionally, in Group description, enter a description.
- Select the agents you want to add to the group.
- If you want to make this group private, click Make this group private.
Note: Making a group private can't be undone.
- If you want to make this the default group for all new agents, click Set as default group.
- Click Create group.
The new group is created.