Groups are sub-teams within a Team—built for structure, specialization, and smart routing.

Use Groups to segment team members by skill, function, or region. Each group runs on its own rules for availability and assignment.

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Configuration

Every group has its own:

  • 👥 Members
    Add specific users to each group. A user can belong to multiple groups.

  • 🕒 Working hours
    Set custom hours to reflect when the group is active and available for assignments.

  • 🌐 Timezone
    Align working hours with the group’s local time.

  • 📅 Holidays
    Define regional or team-specific non-working days.

  • 🎯 Assignment logic
    Choose how tickets are distributed within the group—round-robin, load-based, or manual.

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Why use Groups?

Regions

Regional support teams (e.g. APAC, EMEA, NA)

Specialization

Function-based squads (e.g. Billing, Technical, Licensing)

Triage

Managing SLAs and load distribution across large teams

Assignment

Groups ensure the right request lands with the right people—on time, every time.