You can organize your agents into specific Groups like “Support” and “Sales”. This lets you easily assign tickets, create specific canned responses, manage workflows and generate group-level reports. Note that an agent can be a member of multiple groups.

Business Hours You can associate different business hours to each of these groups based on their working hours. You can group agents by shifts and assign different business hours to each group, or create separate groups for each location that your agents work from.

Add a new group

1. Go to admin > Staff > Groups. The system default group is “Support” and the manager is the Admin.
2. Click the [New Group] button.
3. Enter a group name, description, select the manager, select the default outgoing email server and you can Make system's default group(s).
4. If you want this group to be the default group that all new agents are added to, select Make system's default group.
5. Click the Submit button.
6. Now the group is added and you can assign agents to this group.