Groups

Groups are number of people working towards achieving one goal. In general they are people responsible for a particular task in form of a team. These teams can be Systems team or Networks Teams.

Groups can be created by going to:

Customize > Users > Groups. 

Use Case

When a technician is a part of a group and a ticket is assigned to him, a group email is also sent on behalf of the helpdesk to all the members of that group.

Team members can go to that ticket and help the technician out by adding notes. Similarly senior members of the group may monitor its progress.

Upon successful closure / resolution of ticket an email will be sent to the group.

Add Groups

Step 1 - Create Subscription/Distribution Group

In your email server (Microsoft Exchange, Microsoft 365) create a Subscription / Distribution group and add the users which you want to be part of the group.

Caution: An important step is to make the moderator in the group. Moderator must be the email address which you use for your helpdesk i.e. helpdesk@yourdomain.com

Step 2 - Create a group

To create a group go to

General Setting > Groups
Enter the name of the group.
Enter the email address you created in Step 1.
Select the technicians you want to add and press '>".