A group is a collection of team members who manage similar types of tickets. In smaller workspaces, tickets can be assigned directly to agents for simplicity. However, in larger workspaces with high ticket volumes, it's important to categorize tickets by teams, such as Billing or HR. This is where the Groups feature comes in handy, allowing you to set up workload management rules for efficient ticket distribution among team members.
To create a group:
Go to Settings > General > Groups.
Click on Add New Group.
Enter the Group Name.
Select Members.
Choose an option for Workload Management.
Click Save Changes.
You're done!