Plan requirement
| Subscription | Any plan |
| Access | Admin |
Groups decide where work goes and who sees it. They shape routing, views, access and reporting, which makes them the structure everything else rests on.
What a group does
- Receives tickets from routing and triggers.
- Defines what agents see, where access is group-based.
- Drives views, which are usually built per group.
- Shapes reporting, because performance is compared per group.
Group by the work, not by the org chart
The question is which tickets should be handled together, not who reports to whom. Those often differ, and the org chart changes more often than the work does.
Groups built on reporting lines need rebuilding after every reorganisation.
Somebody must be able to work every group
A group with two members is one holiday from an unworked queue. Before creating one, ask who covers it in August.
Agents can be in several
Which is how a specialist covers two areas without duplicating anything. It also means group membership is not a statement about somebody's job title.
Every ticket needs a home
Tickets not routed anywhere land in the default group. If nobody works that group, tickets sit there quietly, and they are the ones customers chase.
Fewer is usually better
Each group is a queue somebody must watch and a place work can be forgotten. Create one when the handling genuinely differs, not to mirror a team name.
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