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Configuration
Why use Groups?
Ticketing
Groups
Split teams into specialization and timezones.
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.
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.
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.
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Responses are generated using AI and may contain mistakes.