Managing teams with agent groups

Agent groups offer an efficient way to organize your teams, ensuring that requests are handled by the right agents with the right expertise. This helps streamline request assignment and resolution by aligning your team structure with your organization’s needs, whether based on specialization, location, or task. Here’s how you can create, manage, and utilize agent groups within a workspace.

Types of agent groups

To offer more control over request visibility and management, there are three levels of privacy for agent groups—Open, Restricted, and Private. This ensures that only the right agents can view or act on specific requests, maintaining confidentiality where needed.

• Open: All agents in the workspace can view and access requests within an Open group. This is ideal for teams that handle general or non-sensitive requests, such as hardware troubleshooting or software installations. Any agent can be assigned to, comment on, or update these requests.

• Restricted: Restricted groups provide more control, limiting actionable decision-making to group members. Other agents in the workspace can still collaborate via private comments but can’t take action on the requests. This setup is well-suited for teams managing critical systems or outages, like Infrastructure Support.

• Private: For teams that deal with highly sensitive matters, such as Executive HR or POSH (Prevention of Sexual Harassment), Private groups ensure that only group members can access, view, or manage the requests. This maintains the highest level of confidentiality and restricts visibility to non-group members.