Groups¶
A group bundles several ticket categories, queues, agents or profiles under one name, so you can filter, report and display them together β for example "Sales queues" or "Team Prague". Groups are used in filters, statistics and wallboards. Set them up in Settings β Workflows β Groups.
Group Types and Uses¶
There are four group types:
| Group Type | Description |
|---|---|
| Categories | Groups ticket categories. Use it in ticket filters and in wallboard widgets that show ticket information. |
| Queues | Groups queues. Use it in filters and statistics. |
| Operators | Groups agents (users). Use it in filters and statistics. |
| Profiles | Groups profiles. Use it in wallboard widgets that show information about users. |
Group uses
| Uses | Description |
|---|---|
| Statistics | See a specific group of users or queues in a statistic. Go to Reporting β Statistics and select the group in the statistic's filter. |
| Filters | See the activities of a specific group of users or queues. Click Filter and select the group. |
| Wallboard Widgets | Display users, queues or categories by group on Wallboards. Go to Application β Wallboards, click Change in the Widgets column and add your group at the bottom of the widget window. Check Show all items in groups to display the individual group members. |
Group Details¶
In Settings β Workflows β Groups, create a new group or open an existing one:
| Field | Description |
|---|---|
| Title | The group name. |
| Description | A group description. |
| Type | The group type β see Group Types and Uses above. |
Save your group. Then click the Members column of the group and select the categories, queues, agents or profiles that belong to it.
Who Can Use a Group¶
Which groups a user can use is set in their profile: Settings β Users β Profiles β Access & scope β Groups. The Groups area holds both the permission to administer groups and the scope of groups the user may use in filters, widgets and statistics β see Profiles β Areas at a Glance.