Groups

Manage support groups under Settings > Helpdesk > Groups. Support groups organize your internal support by department or function (e.g., IT Support, HR, Facility Management). Each group can have multiple members who can process incoming tickets.

Creating a Group

To create a new group, click Create Group and enter a name, a short prefix (e.g., "IT"), and a description of the group's responsibilities. You can enable or disable the group with the active toggle. Then add members by searching and selecting employees. Group members need the permission Edit Requesting Tickets to process tickets assigned to their group.

Managing Groups

Once a group has received tickets, it can no longer be deleted — you can only deactivate it by toggling the active status off. Group members must have the appropriate helpdesk permissions assigned under Settings > Roles & Permissions to view and process tickets.