How to Use Group Owner Support in BoldDesk
Group Owner Support in BoldDesk enables designated agents to manage specific Ticket Groups and Chat Groups without requiring full administrative privileges. This feature helps organizations delegate group management responsibilities, streamline team administration, and improve operational efficiency while maintaining access control.
A Group Owner can add or remove agents from assigned groups and, when permitted, assign or revoke Group Owner access for other agents within those groups.
What Group Owners Can Do
Group Owners can:
- Add agents to assigned Ticket Groups or Chat Groups
- Remove agents from assigned Ticket Groups or Chat Groups
- Enable or disable Group Owner access for agents (subject to permissions)
This allows team leads and supervisors to manage their groups independently without needing full access to the admin module.
How to Access Group Management as Admin
Administrators and users with the appropriate management permissions can manage all Ticket and Chat Groups through the Admin module.
Access Chat Groups
Navigate to Admin > Chat > Groups (Teams)
Access Ticket Groups
Navigate to Admin > Help Desk > Groups (Teams)
For a complete walkthrough, refer to the GIF below.
How to Access Group Owners Without Admin Access
Agents who do not have administrative permissions can still manage groups if they have been assigned as a Group Owner.
In this case, BoldDesk provides a dedicated Manage module that allows access only to the groups they own.
Access Chat Groups
Navigate to the Manage module > Chat Groups.
Access Ticket Groups
Navigate to Manage module > Ticket Groups.
For a visual demonstration, refer to the GIF below.
How to Assign and Manage Group Owners
The process is the same for both Ticket Groups and Chat Groups.
Step 1: Open the Group List
Navigate to either:
- Ticket Groups, or
- Chat Groups
Step 2: Select a Group
Open the group you want to manage.
Step 3: Add an Agent
Click Add Agent to open the agent selection dialog.
Step 4: Search and Add the Agent
Search for the agent you want to add.
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If the agent is not already a member, click Save to add them to the group.
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You can also verify whether the agent currently has Group Owner access.
Step 5: Review Group Members
After adding the agent, the group detail page displays the complete list of group members.
Step 6: Locate the Group Owner Column
In the members table, find the Group Owner column.
Step 7: Enable or Disable Group Owner Access
Use the available option to grant or revoke Group Owner privileges for an agent.
Permissions & Restrictions
An agent must have either Group Owner permission or Manage Groups permission to assign another agent as a Group Owner.
Access Rules
- Group Owners without Admin access can manage only the Ticket Groups and Chat Groups assigned to them through the Manage module.
- Users with Admin access and Manage Groups permission can manage all Ticket Groups and Chat Groups through the Admin module.
- Group Owner access does not grant broader administrative permissions within BoldDesk.
Frequently Asked Questions
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Can a Group Owner edit settings other than group membership?
No. Group Owners can manage membership only, unless the Group Owner also has admin permissions. -
Can an agent be a Group Owner for multiple groups?
Yes. An agent can be assigned as Group Owner for one or more Ticket Groups and/or Chat Groups. -
Does assigning Group Owner grant system-wide admin access?
No. Group Owner access is limited to the specific groups where the agent is marked as Group Owner. -
Can a non-admin create new groups?
No. Only admins or users with Manage Groups permission can create new groups. -
Why do some agents see a “Manage” module while others do not?
BoldDesk shows the Manage module when an agent is a Group Owner without Admin access, so the agent can manage only assigned groups. -
Can a Group Owner manage groups they do not own?
No. Without Admin access and Manage Groups, a Group Owner can manage only the groups assigned to that Group Owner.
