{"id":18069,"date":"2023-04-17T16:15:34","date_gmt":"2023-04-17T16:15:34","guid":{"rendered":"https:\/\/vigneshkarthik.website\/helpdesk\/docs\/getting-started\/configuring-your-support-team\/mapping-agents-to-the-right-group\/"},"modified":"2026-07-11T08:41:00","modified_gmt":"2026-07-11T08:41:00","slug":"adding-agents-to-the-right-group","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/adding-agents-to-the-correct-group\/","title":{"rendered":"Adding agents to the correct group"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Groups are a way of categorizing agents and tickets in Desk365<\/a><\/span>. You can create separate groups for different teams, departments, or locations within your organization. This feature ensures that customers are directed to the right agent who can quickly resolve their issues, leading to higher customer satisfaction rates.<\/p>

You can organize agents into groups. An agent can be a member of multiple groups. Setting up an agent into groups helps assign the tickets to the respective groups without any confusion.<\/p>

Assuming that an agent is a sales executive, you can add him to a newly created group called ‘Sales’ in Desk365.<\/p>

To create a new group in Desk365, these are the steps to follow.<\/p>

1. Log in to your Desk365 account.<\/p>

2. Navigate to Settings > Admin > Groups tab and click on ‘Add Group’.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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3. From there, click New to create a group and enter the required details such as the name and description in the overview tab.<\/span>\u00a0<\/span><\/p>

You can also configure ‘who can assign tickets to this group?’ to control which agents and contacts can assign tickets.<\/span>\u00a0<\/span><\/p>

For\u00a0Agents, choose whether\u00a0All Agents\u00a0can assign tickets to the group or restrict\u00a0assignment\u00a0to\u00a0Agents from specific groups.<\/span>\u00a0<\/span><\/p>

For\u00a0Contacts, choose whether\u00a0All Contacts\u00a0can assign tickets to the group or prevent assignment by selecting\u00a0No Contacts.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Once the group is created, switch to the\u00a0<\/span><\/span>Agents<\/span>\u00a0tab and click\u00a0<\/span>Add Agent<\/span>.<\/span><\/span>\u00a0Select the agents you want to add to the group from the list.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"agents\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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4. Click on the ‘Save’ button. ‘Sales’ group is now successfully created in your helpdesk.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Adding agents to the correct group in Desk365 is a simple yet powerful feature that can help improve customer satisfaction, increase agent productivity, and optimize your support operations.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":5,"featured_media":0,"parent":17822,"menu_order":1,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-18069","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18069","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=18069"}],"version-history":[{"count":60,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18069\/revisions"}],"predecessor-version":[{"id":37251,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18069\/revisions\/37251"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17822"}],"next":[{"title":"Using Desk365 for multiple groups","link":"https:\/\/help.desk365.io\/en\/articles\/how-to-use-desk365-for-multiple-groups\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20081"}],"prev":[{"title":"Adding new support agents in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/adding-new-support-agents-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18068"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=18069"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=18069"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}