If you’re in an organization where IT teams coordinate with multiple departments (Finance, Accounts, Legal, Facilities, etc.) across offices, segregating and allocating work items can get cumbersome and daunting. Groups are a great way for agents to come together and manage common activities that can be carried out by specific agents based on your business needs. 


You can use Agent Groups in Freshservice to add and organize agents, define departmental or zonal workflows, and enforce access separation. Create multiple agent groups based on the agents’ skills, the services provided, or the regions and time zones that they’re associated with. 


To create a new agent 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. Click the Create New button at the top-right and select Agent Group.

  4. Enter a Group Name

  5. Click Add a Description to provide a summary of the functions of the group. 

  6. Select the Business Hours for the group by clicking the dropdown. 

  7. (Optional) Toggle Enable Automatic Ticket Assignment.

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

  9. Once you’re done searching and selecting the agents, click the Add button.

  10. Click the Group Automations dropdown and select the duration (minutes/days) after which escalation emails should be sent. 

  11. Click on the Select Agent dropdown and choose an agent. All forthcoming escalation emails will be sent to this agent.

  12. Click Save once you’re done.

To edit an agent 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. Click on the name of the group. This will take you to the Group Details page.
    Alternatively, you can click Edit next to the group of your choice. 

  4. Click Update once you’ve finalized your changes. 


To delete an agent 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. Click on the delete icon [] next to the group of your choice. A confirmation message will appear.

  4. Click OK to proceed with the deletion.