To keep your agents more organized you can assign them to different groups. Groups can be used to organize departments, different support requests or even organize agents by their technical specialties.
For example, if you are a web site developer, you can create a group called "Sales & Billing" and assign any tickets relating to sales, billing and refunds using auto assignment rules.
Tickets can be manually assigned (or automatically via email mailboxes , assignment rules and/or Round Robin) to a group instead of a specific agent, allowing the entire group to be notified automatically.
To set up a group:
Step 1. Log in to your Cayzu help desk portal with an administrative account
Step 2. Click on Admin (left menu)
Step 3. Click Agents/Roles/Groups
Step 4. Click Add Group
Step 5. Provide the Group a Name and then select the agents that will be associated to the group and Click Save
Note: to set up Round Robin distribution within your group, see this: FAQ
To learn more about Cayzu Help Desk, visit www.cayzu.com