API ReferenceWebsiteDashboardRoadmap

Create Groups in your Team

Learn how to create groups within your team.

What is a Group?

A group is a small team within your team, usually comprised of the same functional role. You can assign tickets to an entire group.

For instance, you can configure your settings to ensure that all the sales-related tickets are assigned to the sales group. Here are some common groups our users create to manage their tickets efficiently.

  1. Support

  2. Sales

  3. Marketing

  4. Onboarding

How to Create Groups on MyAlice

A Regular Group consists of multiple members who have access to all tickets assigned to the group. However, tickets are not automatically assigned to any specific agent. Instead, any member of the group can manually take ownership of a ticket and handle it.

A Smart Group, on the other hand, automates ticket distribution. Instead of requiring manual assignment, the system automatically assigns tickets to an available agent within the group based on their online status and any additional criteria you’ve configured.

1. Creating a Regular Group

  1. Navigate to Settings located at the bottom-left corner of the dashboard.

  1. Select Group Management from the menu.

  1. In this section, you’ll find previously created groups, if any.

  1. Click on Create a Group to start creating a new group.

  1. On the new page, provide the following details:

  • Group Photo: Add an image to represent the group.

  • Group Name: Enter the desired name for the group.

  • Add Members: Use the dropdown menu to select and add members to the group.

  1. How to enable smart ticket assignment:

Toggle on Smart Ticket Assignment to enable automated ticket assignment within the group.

  • Tickets will be assigned in a Round Robin format to ensure they go to the least engaged agent.

  • Admins can configure ticket assignment based on the agent's status:

  1. Online: Assign tickets only to online agents.

  2. Offline, Away, or Mixed: Assign tickets to agents based on their current status by checking the relevant boxes.

  1. Click on Create Group to finalize and open the group.

Now, your group is ready to handle tickets efficiently using either a regular or smart setup!

Last updated

Was this helpful?