Organize your technicians into groups to streamline ticket assignment and improve team organization. Assign tickets to groups for a more efficient workflow, and filter through custom ticket views to stay on top of priorities.
Note:
- Admin permissions are required to create groups and assign technicians.
- Technicians can be members of multiple groups.
Create group
1. Go to Admin > Users and security > Technician groups.
The Technician groups page appears.
2. Click New group.
The Create technician group page appears.
3. Under Group details enter a group name and description.
4. Under Group members, select technicians from the dropdown menu to add to the group. Then click Add.
5. Click Create.
Edit group
1. Go to Admin > Users and security > Technician groups.
The Technician groups page appears.
2. Select a group to change the group name or description, or add and remove technicians from the group.
To remove technicians from the group:
Click the Delete icon () next to a technicians' name under Group members.
Note: When a technician is removed from a group, tickets that are assigned to the group and the technician will remain assigned to the group, and will be unassigned from the technician.
3. Click Save.
Delete group
1. Go to Admin > Users and security > Technician groups.
The Technician groups page appears.
2. Click Delete.
- Tickets assigned to the group will be unassigned. Technicians that were in the group will stay assigned to their tickets.
- Deleted groups will be removed from saved views on the Tickets page that they are included in.
Assign tickets to group
Tickets can be assigned to a group directly from a ticket, individually and in bulk from the Tickets page, and automatically with a ticket automation rule. When a ticket is assigned to a group, first the tickets' technician assignment is considered:
- If there is no technician assigned to the ticket, only group members will be displayed in the technician assignment dropdown menu once a group is assigned.
- If a technician who is not a group member is assigned to a ticket, then the technician will be removed from the ticket when the group is assigned.
- If a technician who is a group member is assigned to a ticket , then the technician will remain assigned to the ticket when the group is assigned.
Assign via a Ticket
From the Tickets page, select a ticket and click Assign under Assigned group.
Assign via the Tickets page
From the Tickets page, click Assign under Assigned group.
Assign in bulk
1. From the Tickets page, select the ticket(s).
2. Click Assign ticket.
The Assign ticket window appears.
3. Select a group and technician. Then click Apply.
Assign with ticket automation rules
Technician groups are seamlessly integrated into ticket automation rules as triggers, conditions, and actions. To assign tickets with ticket automation rules, use the rule action Field value - Technician group, then select the group.
For examples of automation rules using groups, see Commonly-used ticket automation rules
To learn more about triggers, conditions, and actions with technician groups see, Ticket automation rules
View ticket queues
Filter by technician groups to view their ticket queues.
1. From the Tickets page, click the filters icon ().
2. Under Assigned groups, select the group(s).
3. Click Save as new view (optional) to save the filtered view. Learn more about filtered ticket views