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Groups Best Practices

 

The most common use of groups is creating a group of agents from a certain division that can only assign tickets to their manager.

Implementation

All you need to do is to create a group for your manager and then create a different group for your agents, to select in the agents' group in the ticket assignments dropdown list the group of the manager.

For example: 
Going back to the "Support" group example, suppose we first created a group for our support agents' manager, Rachel. Let's call that group "Support manager". We don’t need to have a label attached to the group. We do have to remember to associate Rachel with the "Support manager" group. Now we are creating the "Support" group for our support agents, Dan, Roy and David. All we have to do when creating the group is choosing the "Support manager" option from the ticket assignments dropdown list and add the group.