Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| 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.
The default group does a second job that is easy to miss: every new team member is put into it automatically. So it is both where stray tickets collect and where every new colleague starts, which is a good reason for it to be a group somebody watches.
The group list marks both of these for you: the default group carries a Default group label and a private one carries Private group, so you can see at a glance which is which.
A group can be made private, and only once
On Enterprise plans a group can be marked private, and then only its members see the tickets in it. Assigning a public ticket to a private group makes that ticket private as well, and it shows a lock.
Two things stop it being airtight, and both are reasonable. Admins and team leads see tickets in private groups anyway, and an agent inside the group can mention somebody outside it, which adds them as a follower and lets them read it.
Private is a one-way door. A public group can be converted to private and cannot be converted back. If you are not certain, make a new private group rather than converting one people already work in.
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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