Working with support groups

Support groups are used to structure how tickets are routed and handled inside the ticket system. Instead of assigning tickets directly to individual users, tickets can be directed to groups that represent a specific responsibility or support level.

This allows you to build a scalable and transparent support structure, especially as ticket volume grows.

Types of support groups

Each group has a defined type that determines its role in the ticket flow.

Inbound groups Inbound groups are the first entry point for tickets. New tickets are initially routed to an inbound group, where they are reviewed and triaged. This group decides whether a ticket can be handled directly or needs to be forwarded to a more specialised support group.

Support groups Support groups are responsible for actively working on tickets. These groups typically represent different support levels, such as first level or second level support. Tickets are assigned to these groups once their scope and complexity are clear.

This separation ensures that tickets are handled efficiently and by the right level of expertise.

Group membership and responsibility

Each support group consists of one or more users who are responsible for tickets assigned to that group. As an Admin, you define who belongs to which group and therefore who is allowed to process tickets within that context.

Clear group membership is essential. If a group has no active members or unclear responsibilities, tickets may remain unanswered even though they are technically assigned.

Using groups instead of direct user assignments provides several advantages. Tickets remain manageable even when team members are unavailable, responsibilities are shared, and escalation paths become clear.

Groups also make it easier to redistribute work, cover absences, and maintain consistent response times without constantly reassigning tickets manually.

Admin best practices for groups

As an Admin, you should regularly review your support groups. Make sure that group memberships are up to date and that each group has a clear purpose.

If you notice that tickets are frequently reassigned between the same groups, this may indicate that responsibilities are not clearly defined. Adjusting group structure can significantly reduce unnecessary handovers.