Groups

Groups control agent and customer-user access to programs and ticket areas.

Overview

This page explains how to use Groups and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Create and deactivate a group. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

2. Assign agents to a group. Open the existing record, change only the required fields, and check dependent assignments before saving.

3. Assign customer users to a group. Open the existing record, change only the required fields, and check dependent assignments before saving.

4. Edit assignment matrices from the group and user perspectives. Open the existing record, change only the required fields, and check dependent assignments before saving.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.