Groups

Groups denotes the classification of your support team so that all the incoming requests can be categorized and equally distributed amongst the support reps. Say, the support reps under the Warranty Group handle requests relating to warranty.

You can configure the email address of the respective Groups, which routes the service request mails to the particular group. For example, if the group 'Warranty' is configured with the mail address 'support@acmesupport.com' the request sent to this particular address will automatically get associated with the group 'Warranty'. While replying the request assigned to the group, the From Address will be the Reply to Address of that group.

If email address is not configured for the groups, the requests will follow the mail configuration settings of the corresponding business units.

You can also send notification to the support reps on receiving a new request and if a request is left unpicked. The groups configured, is listed in the drop-down menu in the New Request form.

To open the group configuration page,

Click on the Admin tab in the header pane to open the configuration wizard page.
Click the Groups icon under Users and Related Settings block. The Group List page is displayed from where you can add, edit, or delete groups.

Add Group

Click the Add New Group link.
Specify a unique name to identify the group in Group Name field.
Select the support reps under this group from the Available Support Reps list box. Click >> button to move them to Support Reps interested in this group.
You can send notification to the support reps in the group when a new request is added to the group. Enable Send notification to group support rep(s) when a new request is added to this group check box.
Click Choose button to open the List of Group Support Rep pop-up window.
Select the support reps to notify and click OK.
You can send notification to support reps when a request from the group is left unpicked. Enable Send notification to support rep(s) when a request in this group is left unpicked check box. This drops down the support rep selection field and time period configuration after which the notification will be sent.

Warning:

Enabling the check boxes while adding group does not ensure that the notification will be sent. This setting is just to choose the support reps to whom the notification needs to be sent and the time frame after which the unpicked request notification is to be sent.

To actually send the notification, you need to enable the corresponding setting under the Notification Rules under the Admin tasks,
1. Notify group support rep by mail when request is added to group.
2. Notify support rep by mail when request is unpicked in group.

Click Choose button to open the complete list of support reps available in your help desk.
Select the support reps from the list box and click OK.
Select the Time period, from the creation of the request in group, after which the notification of unpicked requests will be sent to the selected support reps.
If you wish to describe the group in detail enter the same in the Description text box.
In the Group Mail Configuration block, specify the email address to which the service request are sent in the Incoming Email IDs field.
In the Sender Name field, specify the name to appear in the mail beside sender's mail ID, while sending mails from the application.
Specify the Reply to Address to which the reply needs to be sent.
Click Save.

Edit Group

Click the Edit icon beside the group name you wish to edit.
In the Edit Group form, you can modify the name of the group, the support reps belonging to the groups, the notification settings, description, and group email configurations.
Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.

Delete Group

Click the Delete iconbeside the group name you wish to delete. A confirmation dialog appears.
Click OK to proceed with the deletion. If you do not want to delete the group, then click Cancel.