Groups are collections of users that organise your team, control who can see which tickets, and drive how chats and calls are routed. They are especially useful when you run several teams — Support, Payments, Escalations, VIP, or regional teams.
Groups control visibility and routing. Permissions come from roles. These are two separate systems and it is worth keeping them straight in your head.
What groups control
Ticket views — A view can be restricted to specific groups, so only members see it.
Ticket assignment — Tickets can be assigned to a group, and members pick them up.
Live chat — Chats routed to a group notify all online members; the first to accept takes ownership.
Voice — Calls work the same way: they are routed to a group and offered to online members.
Create a group
Only admins — and supervisors who already belong to the group — can create or edit groups.
- Go to People Configuration in the left-hand menu.
- Select People, then open Groups.
- Select Add Group.
- Enter a name, for example "Payments Team".
- Save.
- The group is now available for use in views, routing rules and assignment.
Add users to a group
- Go to People Configuration > Groups.
- Select the group.
- Select Add Users.
- Search for the user and select them.
- Save.
- Members immediately see any views linked to the group, and start receiving chats when they are online.
Remove users from a group
- Go to People Configuration > Groups.
- Open the group.
- Find the user in the member list and select the X beside their name.
- Save.
- Removal takes effect immediately: restricted views disappear for that user and chat routing stops.
How to structure your groups
Structure by who should handle what, not by seniority:
- By function — Payments, KYC, Escalations, Fraud
- By region or market
- By tier — first line, second line
- Users can belong to more than one group, so an agent covering two areas does not need a compromise.
Troubleshooting
A user cannot see a ticket view. Check they are in the group the view is restricted to.
A chat is not routed to the right team. Verify the chat assignment rules point at the intended group, that the agent is Online, and that they are a member of that group.
A group is missing from a dropdown. You may lack permission — admins always see groups. Refresh the page if you have just created it.
FAQs
Can a user be in more than one group? Yes.
Do groups affect permissions? No. Permissions come from roles; groups control visibility and routing.
Can supervisors edit groups? Yes, but only groups they already belong to.
Do groups affect email routing? No. Email ticket routing is controlled by ticket assignment rules.
Can I rename a group? Yes — admins and relevant supervisors can rename at any time.