Groups

Groups allow you to organize incoming support requests according to your company structure. By assigning subgroups to existing main groups, a hierarchical structuring of departments/teams is possible.
In a sense, groups serve as mailboxes for your incoming tickets via various channels (e.g. e-mail). The tickets assigned to a group can only be accessed and viewed by those users belonging to the group. There are no predefined groups in the system.

Available from the Advanced payment plan.

Note:
Groups are used on the one hand to categorize tickets and on the other hand to organize agents into groups. An assignment of tickets to groups does not necessarily require an assignment of agents to groups and vice versa. That means:

Tickets that have not been assigned to a group are available and visible to all users (regardless of whether they are assigned to a group or not).

For users who are not assigned to a group, all tickets (regardless of whether they are assigned to a group or not) are available and visible.

Tickets assigned to a group can only be accessed and viewed by those users belonging to the group and by users who do not belong to any group at all.

Topics of this article:
Main Groups and Subgroups - an explanation
How do ticket get into groups?
Who has access to tickets in main groups and subgroups?
Add, Edit Group
List of agents assigned to a group
Edit Subgroup, Remove Subgroup from a Main Group
Delete Group
Remove Group from Tickets, Assign Tickets to another Group

Main Groups - Parent Groups, Subgroups - Child Groups

As already mentioned in the paragraph above, it is possible to map hierarchical structures using groups. For this purpose, one or more subgroups may be assigned to a main group. Each newly created group is a main group until it is assigned a 'parent group' and thus becomes a subgroup.

Example: The groups 'Customer Service' and 'Sales' exist. If the group 'Customer Service' is assigned the group 'Sales' as a parent group, the group 'Customer Service' becomes a subgroup of the group 'Sales'.

How do ticket get into desired groups?

Tickets can be assigned to a group in the following ways:

Assignment by creating an automation rule.
Manual assignment using an change action from the ticket overview or the ticket detail page.
Re-assign tickets from the group detail page.

Who has access to tickets in main groups and subgroups?

When agents are assigned to a main group, these agents automatically have access to tickets in all subgroups. If agents should only have access to tickets of certain subgroups, the agents may only be assigned to the desired subgroups.

Add Group, Edit existing Group

Go to ***Management >> Groups ***.

Add group: Click on "New Group".

Edit existing group: Click in the line of the group to be edited or click on the edit icon ().
The Re-assign Tickets button is available for existing groups. This function enables you to remove the relevant group from all tickets or to assign all tickets to a new group (see Remove Group from tickets, Assign Tickets to another Group).
Available Form fields:

Name: Enter the desired name for the group.

Note: The same names may not appear more than once in a subgroup, but the same subgroup names can be assigned to different main groups.

For example, the main group 'Sales' cannot be assigned several subgroups with the name 'Customer Service'. But e.g. both the main group 'Sales' and the main group 'Technology' can each contain a subgroup called 'Customer Service'.

Description: A description for the group can be added.
Parent Group (if more than one group is available): As already mentioned, it is possible to assign a subgroup to a group.

For example, you have already created the 'Sales' group and want to assign a 'Customer Service' group to the sales. With "New Group" you create a new group >> enter the name 'Customer Service' >> and select the group 'Sales' from the drop-down field "Parent group".

Active: For a group to be available for ticket handling, it must be enabled. If you disable a group, it remains in the tickets in which it was used, but is no longer available for selection.
After creating/editing click on Save. The groups assigned to main groups are listed under "Child groups" in the group overview.
In case of multiple Language Tabs: 'Name' and 'Description' of the groups are to be entered for each language. The contents of the other form fields 'Parent Group' und 'Activ' are only saved once per type.
For more information on making groups available in multiple languages, click here.

List of agents assigned to a group

Agents assigned to a group are listed on the detail page of the corresponding group. If necessary, you can switch to the agent's detail page from here.

Note: The assignment of users to groups takes place at the respective users.

Edit Subgroup, Remove Subgroup from a Main Group

To delete a subgroup, see Delete Group.

Go to Management >> Groups.

Edit Subgroup: Under 'Child Group' click on the edit icon () to the right of the desired group. Descriptions of the available form fields can be found here.
Remove Main Group: Hover over the main group specified in the 'Parent Group' field and click on the 'X' that appears to the right to remove the assignment of the subgroup to the main group.
With the removal of the parent group, the subgroup that is currently being edited becomes the main group. The name of this new main group is made up of the previous main group name and the former subgroup name. This is necessary to prevent duplicate main group names.
For example, the subgroup 'Customer Service' of the main group 'Sales' becomes the main group 'Sales-Customer Service'.

Note: The name of the new main group can be changed after the removal action has been completed/saved.
After creating/editing click on Save.

Delete Group

Note: As long as a group is in use, for example the group is assigned to one or more tickets, it cannot be deleted. In this case, the group must either be removed from the assigned tickets or the tickets must be assigned to a different group - see Re-assign Tickets.