Creating groups

Making a group takes a minute. The routing, the view, the members and the cover arrangement are what decide whether its tickets get worked.

Making a group takes a minute. The routing, the view, the members and the cover arrangement are what decide whether its tickets get worked.

Create one

1. In Admin Center, click People in the sidebar and select Team > Groups. Click Add group.
2. Enter a Group name that says what the work is, and a Description if the name needs help.
3. Under Add group members, click the plus beside each person, or Add all.
4. Leave Set as default alone unless you mean it: it puts every new team member in this group. Make it private, on Enterprise, limits the group's tickets to its own members and admins, and cannot be undone.
5. Create a view for it, set up the routing that sends tickets to it, then send a test ticket and watch where it lands.

A group without routing receives nothing

Creating the group is the easy half. Unless a trigger or a routing rule assigns to it, it stays empty and somebody eventually asks why the new team has no work.

A group without a view is invisible

Agents work from views. Tickets can be correctly assigned to a group and still be unseen because nobody built the list that shows them.

Name it for the work

"Billing" rather than "Team B". Names appear in routing rules, views and reports, and a name that only makes sense to the person who created it makes every one of those harder to read.

Agree who covers it

Before it goes live. A new group with two members and no cover arrangement is a queue that will be unworked within a month.

Test it end to end

Send a ticket that should reach it. Confirm it arrives, appears in the view, and is visible to the members. Three checks, five minutes.

Tell the agents

What the group is for and what should be sent there. Otherwise it becomes the place agents put anything they are unsure about.

See also

• Managing groups and memberships
• What a group is and how to organise them
• Creating a view