Groups in an organization help to associate the related agents together under a specific category. Groups can be utilized in auto assignments, automations, ticket permission restriction, and sharing filters.

Groups (Teams) can be found under the Users and Permissions section of the Admin Center.

Creating a Group

1. Navigate to the Group Listing page, Admin > Groups (Teams). This page has the list of all groups in the organization.
   

   
   
   

2. Click the Create Group option. The dialog appears where you can specify the group name and description (optional).
   

   
   
   

If a group is created without any agents assigned, ticket visibility will depend on each agent’s access scope:

• Global access: Agents can view tickets in all groups, including those without assigned agents.
• Group access: Agents can only see tickets assigned to the groups they belong to, even if the group has no agents assigned.
• Restricted access: Agents cannot view tickets unless they are explicitly shared with them using the Share Ticket feature.

This ensures tickets are visible based on the access permissions set for each agent.

Adding Agents to the Group

1. After creating a group, multiple existing agents can be selected and added to the group.
   

   
   
   

Managing Auto Assignment in Group

The Auto Assignment setting is available, which is used in the auto assignment process. If it is turned off, then tickets won’t be assigned to the particular agent in the auto assignment process.

Use Case: You can add support leads/managers in this group and turn off the auto assignment setting for those whom you don’t want to assign tickets via the round-robin auto assignment process, but they must be present in a group for manual assignment or for email notifications.

Group Owner

The Group Owner setting is available, which is used to ensure that an agent can manage that specific group even without the manage group admin access. If an agent’s group owner access is revoked or they are removed from the group, they will no longer be able to perform admin actions unless they have manage group admin access.

Use Case: You can add support leads/managers as a group owner in BoldDesk to manage the group auto-assignment, add new agents, or any task thereof.

Editing a Group

To edit a group, open the Group Details page by clicking the group name on the Group List page. The following are the options available on this page.

• Add, edit, and remove an agent from the group

• Turn off auto assignment for an agent

• Edit group name/description
  

  
  
  

The following are the options available while removing the agent having unclosed tickets from the group or auto assignment process:

• Make no changes to the existing ticket assignee.

• Remove the assignee from the existing tickets which are assigned to the agent being removed.

• Reassign the unclosed tickets of the agent being removed from the group to some other agent or group.
  

  
  
  

Deleting a Group

For deleting a group, click the Delete option. The group will be deleted permanently.

Troubleshooting (Groups)

An agent cannot see Groups in Admin

Confirm the agent’s role includes Manage Groups permission.

Tickets are not being auto-assigned to a specific agent in a Group

• Confirm Auto Assignment is enabled for that agent inside the Group.
• Confirm the relevant Auto‑Assignment Rule targets the Group. Auto Assignment eligibility alone does not assign tickets.

Removing an agent caused unexpected ticket assignment behavior

Re-check the option selected during removal:

• No change to assignee
• Remove assignee
• Reassign unclosed tickets to another agent/Group

Frequently Asked Questions

1. Can one agent belong to multiple Groups?
   Yes. A single agent can be added to multiple Groups.

2. Does turning off Auto Assignment remove an agent from manual assignment?
   No. Turning off Auto Assignment only prevents auto-assignment (round-robin). Manual assignment remains possible.

3. What determines ticket visibility if a Group has no agents?
   Ticket visibility depends on each agent’s access scope: Global, Group, or Restricted (Share Ticket required).

4. Does enabling Auto Assignment for an agent automatically assign tickets to that agent?
   No. Auto Assignment makes the agent eligible, but tickets are assigned only when an Auto‑Assignment Rule is configured to use that Group.

5. Can a Group Owner manage a Group without Manage Groups permission?
   Yes. Group Owner is intended to allow Group-specific management without the full Manage Groups admin permission.

6. What happens if a Group Owner is removed from the Group?
   The agent loses Group Owner management capabilities unless the agent also has Manage Groups permission.

7. What options exist when removing an agent who has unclosed tickets?
   You can keep the assignee unchanged, remove the assignee from existing tickets, or reassign the unclosed tickets to another agent or Group.

8. Is deleting a Group reversible?
   No. Deleting a Group is permanent.

Related Articles

1. Ticket Auto-Assignment in BoldDesk: Automatically Assign Tickets
2. How to Auto-assign a Ticket Created During Business or Non-business Hours