Creating and Managing Ticket Groups

Overview
Ticket Groups let you route tickets by team or specialty (e.g. “Billing”, “Technical”). You can add, rename, reorder, or delete groups.

Steps

1. In Ticket Settings, click the Ticket Groups tab.

2. Click Add New Group.

3. Enter a unique Group Name and click Save.

4. Drag the handle on the left of a group row to reorder.

5. To rename, double‑click the group name, edit, and press Enter.

6. To delete, click the Delete icon; confirm in the popup.

Tips

• Keep group names concise (“Level 1 Support”, “Dev Escalation”).

• Use group ordering to prioritize in drop‑downs and Round‑Robin.

Troubleshooting

• Cannot delete group? Ensure no agents are currently assigned to it.

• Group not appearing in ticket form? Refresh the Ticket Form page after creating.