Agent groups
Groups let you organize your agents by team, department, or function — for example a Billing team, a Technical team, or a German-language team. Once your agents are grouped, tickets can be routed and assigned to the right group instead of landing in a single shared pile.
Why use groups
Grouping agents gives you a unit to route work to. Rather than assigning every ticket by hand, you assign it to a group and let the group’s distribution mode decide which member picks it up. Groups also make ownership clear: your team can see at a glance which tickets belong to them.
What you can configure
- Name and description — identify the group and what it handles.
- Members — the agents who belong to the group.
- Distribution mode — how tickets assigned to the group are shared out among members: Manual (agents pick work up themselves), Round Robin (evenly, in turn), Least Busy (to whoever has the fewest open tickets), or Skills-Based (matched to agent skills).
- Lead — an optional group lead.
- Per-agent capacity — a cap on how many open tickets each member holds, so no one is overloaded.
Working with groups
- Go to Settings → Team → Groups.
- Create a group and give it a clear name.
- Add the agents who should handle its tickets.
- Choose how tickets are distributed to members.
You can update membership and settings at any time as your team changes.