Agent Groups
Groups let you organize agents by team, department, or function. Tickets can be assigned to a group, and the group’s distribution mode determines how tickets are routed to individual agents.
Group settings
| Setting | Description |
|---|---|
| Name | Group name (up to 100 characters) |
| Description | Optional description (up to 512 characters) |
| Private | Private groups are only visible to their members |
| Distribution mode | How tickets assigned to this group are distributed (see below) |
| Lead | Optional group lead user |
| Max open tickets | Per-agent ticket cap within this group |
| Max open tickets (global) | Per-agent ticket cap across all groups |
Distribution modes
| Mode | Behavior |
|---|---|
| Manual | Tickets stay unassigned until an agent claims them |
| Round Robin | Tickets are distributed evenly across agents |
| Least Busy | Tickets go to the agent with the fewest open tickets |
| Skills | Tickets are routed based on skills-based matching |
Creating a group
- Navigate to Settings > Groups
- Click New Group
- Enter the group name, description, and distribution mode
- Add members to the group
Managing members
From the group detail page, you can:
- Add members individually or in bulk (up to 100 at a time)
- Remove members individually or in bulk
- Set per-agent ticket caps for each member
- Assign a group lead
Default group
One group in your workspace can be set as the default. New tickets without an explicit group assignment are routed to the default group. Set the default by clicking Set as Default on the group.
Deactivating a group
Deactivated groups stop receiving new tickets but retain their history. Reactivate at any time from the group settings.
Related
- Skills-Based Routing — route tickets by agent skills
- Routing Queues — advanced routing pipelines
- Team Members — manage agents and roles