Adding Agents to an Agent Group


Agents can be added as Members or Observers to an Agent Group within your IT service desk. For example, an HR agent can be added to the HR Agents Group as a Member to undertake all activities related to the HR department. This agent can also be added as an Observer in the IT Agents Group to follow up and have contextual information regarding employee fulfillment needs from the IT department.


  • Members: Agents added as Members to a group can perform actions within the group based on their Role Scope & Permissions. They can view and access tickets, can be assigned tickets, and work on other items (tasks, problems, changes, releases, assets) that belong to the group.

  • Observers: Agents added as Observers to a group can access tickets, assets, changes, and other items that the group owns, based on their Roles and Scope within the service desk. But, they cannot be assigned any work items within the group either explicitly, or by automatic Round Robin assignment.


Tip: Before you start adding agents to a group, it's important to create and manage an agent group. Learn how



To add agents to a group: 

  1. Access the Admin Settings using your account credentials.

  2. Click Groups under User Management. By default, the agent groups will be listed.

  3. If you’re creating a new group, click the Create New button at the top-right and select Agent Group.
    Alternatively, you can click on the Edit button next to the group of your choice to add agents to an existing group.

  4. Select the radio button under the Agents section to add agents as Members or Observers.

  5. Enter or select agents in the search field. 

  6. Click the Add button. The agents will get listed below the search bar under their respective Member or Observer modes.


Note: Tickets will be automatically assigned only to Members when automatic ticket assignment is enabled.



To change a member to an observer:

  1. Access the Admin Settings using your account credentials.

  2. Click Groups under User Management. By default, the agent groups will be listed.

  3. Navigate to the Agents Section

  4. Hover over the Member’s name. 

  5. Click Change to Observer

  6. Alternatively, you can also hover over the Observer’s name and click Change to Member

To remove/delete a member or observer:

  1. Access the Admin Settings using your account credentials.

  2. Click Groups under User Management. By default, the agent groups will be listed.

  3. Navigate to the Agents Section. Agents will be listed as Members/Observers

  4. Hover over the delete icon [].

  5. Click on the delete icon [] when it turns red.