{"id":20081,"date":"2023-08-18T12:52:03","date_gmt":"2023-08-18T12:52:03","guid":{"rendered":"https:\/\/help.kanidesk.com\/en\/docs\/getting-started\/configuring-your-support-team\/how-to-use-desk365-for-multiple-groups\/"},"modified":"2026-03-13T08:23:05","modified_gmt":"2026-03-13T08:23:05","slug":"how-to-use-desk365-for-multiple-groups","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/how-to-use-desk365-for-multiple-groups\/","title":{"rendered":"Using Desk365 for multiple groups"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"20081\" class=\"elementor elementor-20081\" data-elementor-post-type=\"docs\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2f06d16f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2f06d16f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-690741c7\" data-id=\"690741c7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-321c2a7 elementor-widget elementor-widget-template\" data-id=\"321c2a7\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">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<div class=\"elementor-element elementor-element-7e976cb9 elementor-widget elementor-widget-video\" data-id=\"7e976cb9\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/www.youtube.com\\\/watch?v=2YiFxL0ioI8&amp;t=2s&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a7a2425 elementor-widget elementor-widget-text-editor\" data-id=\"4a7a2425\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If you&#8217;re managing a support team and have multiple groups or departments within your organization that require access to a helpdesk, you might wonder how to segment it such that all groups are able to seamlessly access it.<\/p><p><span style=\"color: #3f51b5;\"><a style=\"color: #3f51b5;\" href=\"https:\/\/www.desk365.io\/\">Desk365<\/a><\/span> makes it easy to do this by creating separate groups, mapping agents to those groups, and<span style=\"color: #3f51b5;\"> <a style=\"color: #3f51b5;\" href=\"https:\/\/help.desk365.io\/en\/articles\/setting-up-custom-roles\/\">setting up custom roles<\/a>.<\/span><\/p><p>In this article, we&#8217;ll show you how to use Desk365 for managing multiple groups and ensuring that each team has access to the tickets that are pertinent to their operations.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ab5b424 elementor-widget elementor-widget-heading\" data-id=\"3ab5b424\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Benefits of separating groups<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1d3718e5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1d3718e5\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6de82f02\" data-id=\"6de82f02\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1fcde2dd elementor-widget elementor-widget-text-editor\" data-id=\"1fcde2dd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Separating your groups can be beneficial in many ways, such as:<\/p><ul><li><span style=\"color: #808080;\">Keeping the communication between groups\/departments separate<\/span><\/li><li><span style=\"color: #808080;\">Reducing confusion and errors<\/span><\/li><li><span style=\"color: #808080;\">Enabling agents to focus on their specific tasks<\/span><\/li><li><span style=\"color: #808080;\">Providing a better experience for support team by routing their enquiries to the correct group<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e88521f elementor-widget elementor-widget-heading\" data-id=\"5e88521f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Using groups and roles<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62f8588e elementor-widget elementor-widget-text-editor\" data-id=\"62f8588e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>You can separate out multiple departments within Desk365 by using &#8216;Groups&#8217; and &#8216;Roles&#8217;. You can have agents become part of groups (or departments). Once they&#8217;re part of a group, you can assign them custom roles that have &#8216;Group Only&#8217; scope.<\/p><p>Any agent assigned to a role that has &#8216;Group Only Access&#8217; as their ticket scope will only be able to view tickets belonging to their own group. They&#8217;ll not have visibility into any ticket outside of that group.<\/p><p>Now, we will explore how to implement these in detail below.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-441781df elementor-widget elementor-widget-heading\" data-id=\"441781df\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Adding agents to multiple groups<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27f1ed76 elementor-widget elementor-widget-text-editor\" data-id=\"27f1ed76\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Agents can be part of multiple groups, and ticket scope restrictions can be used to create specific roles that enable agents to access only the tickets associated with certain departments or groups they are part of, or to all tickets received by the helpdesk.<\/p><p>If the agent has &#8216;Group Only Access&#8217; as the ticket scope, then he will be able to view only his group-related tickets.<\/p><p>This helps to ensure that agents are not overwhelmed with tickets that are not relevant to their group, and it also helps to streamline the ticket management process.<\/p><p>Currently, Agent &#8216;Andrew&#8217; is only a member of the Marketing group. However, if you want him to handle tickets from the Sales department as well, you can add him to the Sales group.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4da5130 elementor-widget elementor-widget-image\" data-id=\"4da5130\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"487\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-agents-in-helpdesk-1-1024x487.webp\" class=\"attachment-large size-large wp-image-32347\" alt=\"viewing-agents-in-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-agents-in-helpdesk-1-1024x487.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-agents-in-helpdesk-1-300x143.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-agents-in-helpdesk-1-768x365.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-agents-in-helpdesk-1-1536x730.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-agents-in-helpdesk-1.webp 1915w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\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<div class=\"elementor-element elementor-element-538e66f8 elementor-widget elementor-widget-text-editor\" data-id=\"538e66f8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>To do this, you can create a custom role for Agent &#8216;Andrew&#8217; with &#8216;Group Only Access&#8217;.<\/p><p>1. Navigate to Settings &gt; Admin &gt; Roles tab and click on &#8216;Add Role&#8217;.<\/p><p>2. To limit &#8216;Andrew&#8217; to viewing only &#8216;Marketing&#8217; and &#8216;Sales&#8217; related tickets, you can select &#8216;Group Only Access&#8217; as the ticket scope.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8086a86 elementor-widget elementor-widget-image\" data-id=\"8086a86\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/creating-custom-role-in-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-32559\" alt=\"creating-custom-role-in-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/creating-custom-role-in-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/creating-custom-role-in-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/creating-custom-role-in-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/creating-custom-role-in-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/creating-custom-role-in-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\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<div class=\"elementor-element elementor-element-2e3484b8 elementor-widget elementor-widget-text-editor\" data-id=\"2e3484b8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>3. Decide on the feature access you want to provide for this role. Finally, click on the &#8216;Save&#8217; button to create this custom role.<\/p><p>Now, to add &#8216;Andrew&#8217; to both the Marketing and Sales groups, as well as modify his custom role, follow these steps:<\/p><p>4. Go to Settings &gt; Admin &gt; Agents tab.<\/p><p>5. Select Agent &#8216;Andrew&#8217; and click on the &#8216;Edit&#8217; button.<\/p><p>6. Choose the custom role that we created from the dropdown menu and then select &#8216;Sales&#8217; in the &#8216;Groups field&#8217; from the available options and click on the &#8216;Save&#8217; button.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bfe13a1 elementor-widget elementor-widget-image\" data-id=\"7bfe13a1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"875\" height=\"704\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/editing-the-agent-role.webp\" class=\"attachment-large size-large wp-image-32349\" alt=\"editing-the-agent-role\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/editing-the-agent-role.webp 875w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/editing-the-agent-role-300x241.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/editing-the-agent-role-768x618.webp 768w\" sizes=\"(max-width: 875px) 100vw, 875px\" \/>\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<div class=\"elementor-element elementor-element-43bf7ba3 elementor-widget elementor-widget-text-editor\" data-id=\"43bf7ba3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Now Agent &#8216;Andrew&#8217; is part of both Marketing and Sales groups and he will be able to see both &#8216;Marketing&#8217; and &#8216;Sales&#8217; related tickets coming to the helpdesk.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7813abc5 elementor-widget elementor-widget-image\" data-id=\"7813abc5\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"214\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-assigned-to-multiple-groups-viewing-tickets-1024x214.webp\" class=\"attachment-large size-large wp-image-32350\" alt=\"agent-assigned-to-multiple-groups-viewing-tickets\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-assigned-to-multiple-groups-viewing-tickets-1024x214.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-assigned-to-multiple-groups-viewing-tickets-300x63.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-assigned-to-multiple-groups-viewing-tickets-768x161.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-assigned-to-multiple-groups-viewing-tickets.webp 1228w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\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<div class=\"elementor-element elementor-element-220d8788 elementor-widget elementor-widget-text-editor\" data-id=\"220d8788\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>This is highly useful because it enables Agent &#8216;Andrew&#8217; to focus on managing his group tickets without being interrupted by access to other departments.<\/p><p>Similarly, if Agent &#8216;Andrew&#8217; wants a quick overview of the tickets on the home tab dashboard, he can view a summary of the tickets assigned to his group rather than all tickets.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2511802b elementor-widget elementor-widget-image\" data-id=\"2511802b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-data-assigned-to-group-in-dashboard-1024x484.webp\" class=\"attachment-large size-large wp-image-32351\" alt=\"viewing-data-assigned-to-group-in-dashboard\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-data-assigned-to-group-in-dashboard-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-data-assigned-to-group-in-dashboard-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-data-assigned-to-group-in-dashboard-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-data-assigned-to-group-in-dashboard-1536x727.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/viewing-data-assigned-to-group-in-dashboard.webp 1917w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\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<div class=\"elementor-element elementor-element-1593175e elementor-widget elementor-widget-text-editor\" data-id=\"1593175e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Likewise, if Agent &#8216;Andrew&#8217; needs to generate reports to assess the team&#8217;s performance, he can easily access the data for the tickets assigned to his group rather than all helpdesk tickets from various departments.<\/p><p>On the other hand, the helpdesk administrator, Joe, with global access as ticket scope, can see all helpdesk tickets submitted, including those from Sales and Marketing departments.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1332b4da elementor-widget elementor-widget-image\" data-id=\"1332b4da\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"708\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-with-global-access-viewing-all-tickets-1024x708.webp\" class=\"attachment-large size-large wp-image-32352\" alt=\"agent-with-global-access-viewing-all-tickets\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-with-global-access-viewing-all-tickets-1024x708.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-with-global-access-viewing-all-tickets-300x207.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-with-global-access-viewing-all-tickets-768x531.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/agent-with-global-access-viewing-all-tickets.webp 1225w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\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<div class=\"elementor-element elementor-element-338c4393 elementor-widget elementor-widget-text-editor\" data-id=\"338c4393\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>By effectively managing multiple groups and agents, you can boost productivity and deliver an exceptional customer experience.<\/p><p>By incorporating this critical <a href=\"https:\/\/www.desk365.io\/blog\/help-desk-best-practices\/\">help desk best practice<\/a>, you can streamline your support workflow and enhance overall efficiency.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-1a2d7ea e-flex e-con-boxed e-con e-parent\" data-id=\"1a2d7ea\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eefac31 elementor-widget elementor-widget-heading\" data-id=\"eefac31\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Related articles:<\/h2>\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<div class=\"elementor-element elementor-element-8de929e e-flex e-con-boxed e-con e-parent\" data-id=\"8de929e\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-31a8a6c elementor-widget elementor-widget-text-editor\" data-id=\"31a8a6c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/adding-agents-to-the-correct-group\/\" target=\"_blank\" rel=\"noopener\">Adding Agents to the Correct Group<\/a><\/li><li><a 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