How to organize agents into Groups

Updated: 12/18/2019
Article #: 114

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


Note: To manually add an agent to a group, see this FAQ 


Note: To understand how Groups work with new tickets created by agents, see this attachment.



To learn more about Cayzu Help Desk, visit

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