Create a Service Group

Creating a Service Group in Help Desk allows administrators to organize technicians, assign responsibility for specific problem types, and manage group-level email notifications. Service Groups help streamline ticket routing, improve response efficiency, and ensure that the right team members are assigned to the appropriate requests.

Steps to Create a Service Group

1. Navigation:
2. Help Desk
3. Admin
4. User Management
5. Service Groups

Follow these steps to create a new Service Group:

1. Click the dropdown menu in the upper-right corner of the dashboard.
2. Select User Management, then choose Service Groups.
3. Select Add at the top of the page.
4. Complete the required fields to define the Service Group.
   • Name: Required. Enter a unique name for the Service Group (maximum 25 characters).
   • Description: Provide a brief description of the group (maximum 250 characters).
   • Technicians List: Select technicians to include in the group. You can assign up to 100 technicians.

   • Problem Types This Group Works On: Select the problem types assigned to this group. This determines which tickets the group can access.

     Note: If no problem types are selected, the Service Group will have access to all ticket types. Once one or more problem types are selected, the group will only see tickets that match those selected problem types.

   • Group E-Mail Notifications: Select the email notification options for the Service Group to control how members are notified of ticket activity.