Managing Groups

Managing Groups

Menu Path : Setup > Helpdesk tab > Groups
Accessible to : Application Administrator

Groups are a collection of Support Representatives which have a common work domain. Each group has Group Leader who has additional responsibilities like changing the ticket assignment manually or overriding the status updated by the team members.


- Create new groups using 'Add New' button
- Map the group leader to the group
- Map the group members to the group using 'Add New' button in Group members table
- Delete a group member using the 'Delete' button. This can be done only if there is no active ticket mapped to this group member


    • Related Articles

    • Creating Criteria, Groups and Templates

      Menu Path : Setup > HR Setup > Performance Accessibility to : Application Administrator You can create templates for each performance plan. Templates are combination of criteria with or without weightage which can be grouped according to the ...
    • Managing calendars

      Menu Path : Setup > Common > Calendars Accessible to : Application Administration All calendars created by company including past and active calendars are shown on the page. You can select the year from drop down and view the details of any calendar ...
    • Managing reports

      Menu Path: Setup > Common Setup > Access Control and Report Visibility > Report Access tab Accessible to: Application Administrator From this tab you can a) manage the display of time format fields b) enable or disable the visibility of a reports / ...
    • Managing Agencies and Contractors

      Menu Path : Setup > Common > Agencies & Contractors Accessible to : Application Administration 1. Managing Agencies From this tab you can manage the Placement and Background Verification agencies. Placement agency is used in Recruitment module to ...
    • Managing weekly offs

      Menu : Setup > Common > Shifts and Weekly Offs > Weekly Offs tab Accessible to : Application Administrator You can create and modify weekly off patterns from this page. A "Default" system defined weekly off is always available – you can change its ...