Question

How to auto assign groups to a new agent?

Forum|Forum|3 years ago
September 8, 2022
4 replies
29 views

When a new agent arrives, this person is assigned to the default group. But I would like each new agent to have also another specific group assigned. And I would like it to be automated.

Is it possible?

Thank you for your help.

G

Gabriel32

Employee

Hi Benoit

As of the moment, "Your account’s default group" This is the group that all new tickets received by email and new agents are initially assigned to. When you create a new agent, they automatically become part of this group. However, you can change their default group at any time from their user profile.

You can view or change a team member's default group from their user profile. For reference, please see article below:

Changing a team member's default group

I hope this helps! Thank you.

B

Benoit11Author

Hi, sorry if my question was not clear. My agents belong to multiple groups.

I need all new agents to be automatically listed in multiple groups.

I kind of want to automate things like this:

if an agent is new = assign group X and group Y

or

if an agent is in the default group = assign group X and group Y

Has someone be able to automate similar things?

Thank you for your help.

G

Gabriel32

Employee

Hi Benoit,

Unfortunately, there's no native way for all new agents to be automatically listed in multiple groups. You will need to do this manually from your agent's profile page.

For more information, please see this article:

Adding agents to groups

For the best visibility to our product team, can you post your idea about "Automatically assigns new agents to multiple groups" to our Feedback - Ticketing System (Support), using this template to format your feedback? That way, other users can upvote your post and add their own use cases. Thanks!

B

Benoit11Author

Sure, thanks.

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