> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/dokumentation/operate/queues.md).

# Groups and queues

Groups in Equipme Operate: creating teams, member roles, a group's queue, taking over tickets, group inbox and Smart Assign.

**Path:** Equipme Operate → **"Groups"**

A **group** is a team that works on tickets together, e.g. "1st level support", "Network" or "Purchasing". All tickets a group is responsible for form its **queue**. The members see these tickets and take them over.

## The group list

For each group, the list shows name, description, number of members and two figures:

* **"Open tickets"** – all open tickets of the group.
* **"Unassigned"** – open tickets without an agent. This is where work is waiting.

Administrators create new groups with **"Add group"**: "Name", "Description", optionally "Email" and "Phone", plus the first members.

## Members and roles

| Role                    | Can                                                                          |
| ----------------------- | ---------------------------------------------------------------------------- |
| **"Admin"** (team lead) | edit all tickets of the group, manage the group's members and Smart Assign   |
| **"Member"**            | see the group's tickets and take them with "Take over"; then edit them fully |
| **"Observer"**          | only read the group's tickets                                                |

You manage members in the group under **"Management"**: **"Add member"**, **"Assign role"** or **"Remove member"**. This requires the group admin or administrator role.

## A group's queue

The **"Tickets"** tab of a group is its queue. As an agent you also have the **"Open to claim"** view under "My tickets": all tickets of your groups that have no agent yet.

How to work through the queue:

1. Open "My tickets" → **"Open to claim"**.
2. Select a ticket and click **"Take over"** or **"Assign to me"**.
3. The ticket moves to **"Assigned to me"** and no longer appears as open to the others.

In the ticket, **"Write to the group inbox"** lets you write to the whole group.

## How tickets get into a group

* **Manually:** An agent sets the group as "Assignee".
* **Group inbox:** Under **"Management"** → **"Inbox Management"** → **"Set up inbox"** the group gets its own email address. Emails to it become tickets that are automatically assigned to this group. Only administrators set up inboxes, see [Administration](/dokumentation/operate/administration.md#inbox).
* **Company inbox with Smart Assign:** Tickets from the company inbox or from equipme are not tied to a fixed group. If Smart Assign is set up, the AI assigns them to the matching group.

## Smart Assign

With **Smart Assign**, the AI automatically assigns new tickets to a group.

1. Open the group → **"Management"**.
2. Turn on **"Smart Assign"**.
3. Describe the **"Assignment context"**: which topics or keywords should lead to this group? For example: "network, Wi-Fi, VPN, firewall, switch, network printers".

When Smart Assign is turned on, the assignment context is required. The same exists for [labels](/dokumentation/operate/administration.md#labels). Smart Assign runs once when the ticket comes in and only fills empty fields; you correct a wrong assignment manually.

{% hint style="info" %}
The more clearly the groups' assignment contexts differ from each other, the more accurate the assignment.
{% endhint %}

## FAQ

**Why can't I see a group's tickets?**

You are not a member of the group. Ask a group admin or administrator to add you.

**Why can't I edit a ticket of the group?**

As a "Member", first take the ticket with "Take over". As an "Observer", you can only read.

**What happens to tickets that don't get a group?**

They stay without a group and appear under "All tickets". An agent or administrator assigns them manually. In that case, check the assignment contexts.

**Who can create or delete groups?**

Only company administrators.


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