Groups

Groups organize agents by team or function. Tickets can be assigned to groups and distributed based on the group’s distribution mode.

The group object

Attribute	Type	Description
id	string	Unique identifier
name	string	Group name (max 100 characters)
description	string | null	Group description (max 512 characters)
isPrivate	boolean	Whether the group is private
distributionMode	string	manual, roundRobin, leastBusy, skills
leadUserId	string | null	Group lead user ID
maxOpenTickets	integer | null	Per-agent ticket cap in this group
maxOpenTicketsGlobal	integer | null	Per-agent ticket cap across all groups
isActive	boolean	Whether the group is active
isDefault	boolean	Whether this is the workspace default group
createdAt	string	Creation time (ISO 8601 UTC)

List groups

GET /helpdesk/api/groups

Query parameters

Parameter	Type	Required	Description
fields	string	no	Comma-separated fields to include
isActive	boolean	no	Filter by active status
isPrivate	boolean	no	Filter by privacy

Create a group

POST /helpdesk/api/groups

Requires admin role.

Request body

{
  "name": "Billing Team",
  "description": "Handles billing and payment issues",
  "distributionMode": "roundRobin",
  "isPrivate": false,
  "maxOpenTickets": 10
}

Update a group

PUT /helpdesk/api/groups/:groupId

Delete a group

DELETE /helpdesk/api/groups/:groupId

Group membership

List members

GET /helpdesk/api/groups/:groupId/members

Add a member

POST /helpdesk/api/groups/:groupId/members

Update a member

PUT /helpdesk/api/groups/:groupId/members/:userId

Set per-member maxOpenTickets.

Remove a member

DELETE /helpdesk/api/groups/:groupId/members/:userId

Bulk add members

POST /helpdesk/api/groups/:groupId/members/bulk

Add up to 100 members at once.

Bulk remove members

POST /helpdesk/api/groups/:groupId/members/bulk-remove

Group actions

Set group lead

PUT /helpdesk/api/groups/:groupId/lead

Deactivate / Reactivate

PUT /helpdesk/api/groups/:groupId/deactivate
PUT /helpdesk/api/groups/:groupId/reactivate

Set as default

PUT /helpdesk/api/groups/:groupId/default