Can I have agents in multiple groups?
Modified on: Thu, 13 Jul, 2017 at 3:05 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
When you have agents with multiple fields of expertise, it is natural to expect a functionality where you could add them to different groups. Please navigate to Admin ->Groups -> click on edit so that you would take to the page with the configuration options where the agents could be added.
Another alternative would be to go to the agents' profile by navigating to Admin -> Agents -> click on edit next to their name and add the ones the agent should be part of under "Groups."
Did you find it helpful?
Can you please tell us how we can improve this article?