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.
Creating a group
- Navigate to the Group Listing page, Admin > Groups (Teams). This page has the list of all groups in the organization.
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Click the Create Group option. The dialog appears where you can specify the group name and description (optional).
Adding Agents to the Group
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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.
Turning on Auto Assignment for agents in a group only makes them eligible for round‑robin assignment (Even Distribution/Load Based). Tickets are assigned automatically only when that group is selected in an Auto‑Assignment Rule.
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.
- 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.
