You can organize your agents into different groups to help them focus on certain types of issues, and get to know the solutions and customers better. Each group can have different kinds of canned responses and other automations specific to them. You can set the visibility of agents as "restricted" so they can see only the tickets assigned to their group. This will reduce the clutter and let them work efficiently. 


For example, if you are managing support in an e-commerce store, you can create a group named "Returns and Exchanges" and assign tickets containing the words "return" or "different size" to them, using Dispatch'r. 


A quick guide to creating a new Group:



  • Login to your support portal as an administrator.
  • Go to the Admin > General Settings > Groups.
  • The default groups available are listed; you can click on the Edit button next to each group and add agents.
  • Or you can create a new group by clicking on the New Group button on the top fold.
  • Give a name to your group under Group Name.
  • Enter a description for the group under Description.
  • In the Agents text box, enter the names of the agents whom you want in this group.
  • If you want tickets to be automatically assigned to your group and then to the agents within the group, you will have to create dispatch'r rules:
    •  1. To assign the tickets containing certain keywords to this new group you created (Learn how)
    •  2. To assign the tickets to particular agents within the group automatically (Learn how). 
      • Please note that automatic ticket assignment to agents within a group can be done only in the Estate and Forest plans.
  • After a ticket has been assigned to a group and it has not been assigned to anybody within the group for a particular amount of time, you can set up an escalation email to be sent out to particular agents. This will make sure that no ticket falls through the crack. You can select the time limit and the agent to whom the escalation email should be sent to from the drop-down. You can also edit the content on the email notification (Learn how).
  • If you're on the Garden, Estate or the Forest plan, you will be able to set different business hours for each group, which will be helpful if your team works in shifts. Learn more about multiple business hours.
  • Once you are done, click Save. 


Now all your agents are organized into groups and you can see their performances in the helpdesk reports



You can organize your agents into different groups to help them focus on certain types of issues, and get to know the solutions and customers better. Each group can have different kinds of canned responses and other automations specific to them. You can set the visibility of agents as "restricted" so they can see only the tickets assigned to their group. This will reduce the clutter and let them work efficiently. 


For example, if you are managing support in an e-commerce store, you can create a group named "Returns and Exchanges" and assign tickets containing the words "return" or "different size" to them, using Dispatch'r. 


A quick guide to creating a new Group:



  • Login to your support portal as an administrator.
  • Go to the Admin > General Settings > Groups.
  • The default groups available are listed; you can click on the Edit button next to each group and add agents.
  • Or you can create a new group by clicking on the New Group button on the top fold.
  • Give a name to your group under Group Name.
  • Enter a description for the group under Description.
  • In the Agents text box, enter the names of the agents whom you want in this group.
  • If you want tickets to be automatically assigned to your group and then to the agents within the group, you will have to create dispatch'r rules:
    •  1. To assign the tickets containing certain keywords to this new group you created (Learn how)
    •  2. To assign the tickets to particular agents within the group automatically (Learn how). 
      • Please note that automatic ticket assignment to agents within a group can be done only in the Estate and Forest plans.
  • After a ticket has been assigned to a group and it has not been assigned to anybody within the group for a particular amount of time, you can set up an escalation email to be sent out to particular agents. This will make sure that no ticket falls through the crack. You can select the time limit and the agent to whom the escalation email should be sent to from the drop-down. You can also edit the content on the email notification by navigating to the Admin tab > Helpdesk Productivity > Email Notification(Learn how).
  • If you're on the Garden, Estate or the Forest plan, you will be able to set different business hours for each group, which will be helpful if your team works in shifts. Learn more about multiple business hours.
  • Once you are done, click Save. 


Now all your agents are organized into groups and you can see their performances in the helpdesk reports