How to Create and Manage Agent Group or Team in BoldDesk
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.
Groups list page
This page has the list of all groups in the organization. Clicking on the group name will take you to the group profile page.
The following options are available on the groups list page.
- Create a new group
- Edit the existing group
- Delete a group
Creating a group
To create a new group, follow the given steps:
- Click the Create Group option. The dialog appears where you can specify group name and description (optional).
- After creating a group, multiple existing agents can be selected and added to the 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, whom you don’t want to assign tickets via round-robin auto assignment process, but they must be present in a group for manual assignment or for email notifications.
Agents for whom auto-assignment is turned on will only be assigned tickets during the round-robin (Even Distribution/Load Based) assignment process if their group is selected in the auto-assignment rule.
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 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 assignee from the existing tickets which are assigned to the agent being removed.
- Reassign the unclosed tickets of the agent being removed from group to some other agent or group.
Deleting a group
For deleting a group, click the Delete option. The group will be deleted permanently.
- To access and manage groups, an agent must have a role with the Manage Groups permission enabled.
- If you don’t want an agent to view or manage groups, simply disable this permission in their role settings.
- If a ticket is assigned to a group that 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.
FAQs
1. What happens if I delete a group that still has active tickets?
Deleting a group does not automatically reassign tickets. Before deleting, ensure that all tickets assigned to agents in that group are either closed or reassigned to another agent or group to avoid orphaned tickets.
2. Does turning off Auto Assignment for an agent remove them from manual assignment?
No. Disabling Auto Assignment only prevents tickets from being assigned automatically via round-robin or similar rules. Agents can still receive tickets through manual assignment or other automation workflows.
3. Is there a limit to the number of groups I can create?
There is no hard limit on the number of groups you can create. However, for optimal performance and easier management, it’s recommended to keep the structure organized and avoid unnecessary duplication.
