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Group Settings In EasyDesk
Ava Adaline
22 February, 2026
Group settings help organize agents into structured teams, so ticket assignments, permissions, and workflows stay clear and manageable. Proper group setup ensures better workload distribution and accountability inside your support operations.
What Group Settings Control
Group settings define how agents are grouped and managed inside the EasyDesk. Each group acts as a functional unit for ticket ownership, routing logic, and operational visibility.
Key elements include:
Group name and description
Assigned group manager
Agents within the group
Default group designation
How To Create a New Group
Follow these steps to add a group:
1. Go to Settings → Users & Roles → Groups
2. Click Add Group
3. Enter the required details:
Name — Unique group identifier
Group Manager — Responsible team lead
Description — Purpose of the group
4. Click Add to save
After creation, the group becomes available for agent assignment and ticket routing.
How To Assign Agents to A Group
Agents can be added directly from the group panel.
Steps:
1. Open the desired group
2. Click Add Agents
3. Select available agents
4. Confirm the assignment
Assigned agents automatically receive tickets routed to that group.
How To Edit Group Information
Group details can be updated at any time.
Steps:
1. Click the three-dot menu beside a group
2. Select Edit
3. Modify fields such as name, manager, or description
4. Click Save
Changes apply instantly across workflows and ticket routing rules.
Best Practices for Group Setup
Effective group configuration improves support efficiency.
Recommendations:
Align groups with departments or product lines
Assign experienced managers for accountability
Keep descriptions clear for operational clarity
Regularly review agent assignments
Group configuration creates the structural backbone of your support operations. Proper setup ensures smoother ticket distribution, stronger team ownership, and better overall service performance.
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