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


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