About Teams, Groups & Organizations

Need a compelling reason to group people in your help desk into categories?

It makes it easy to handle your ticket workflows or to limit access to tickets and areas in your user portal. It increases productivity of your support agents, allowing them to offer better customer service.

  What are Teams?

Teams are a collection of your staff members, also known as Agents in Helprace. How you structure your Teams depends on how you want your tickets to behave. Simply put, you may want to create Teams to:

  • assign a ticket to a group of agents, rather than one agent;
  • group issue type with support type or staff expertise;
  • answer for various departments in your help desk;
  • set different visibility permissions for various tickets;
  • restrict ticket visibility based on rules & notifications (ie: the mailbox a ticket was sent to).
  • use them in ticket rules & notifications.

Learn more about Teams

  What are User Groups?

User Groups are a collection of your end-users, customers, or anyone with the User role in Helprace. You can have one user belong to various Groups, which makes it particularly easy to segment user according to your needs. Use Groups to:

  • segment customers by value;
  • segment customers by support type needed;
  • restrict access to areas of your user portal;
  • use them in ticket rules & notifications.

Learn more about User Groups

  What are Organizations?

Organizations are a collection of your end-users by company. Unlike User Groups, Organizations make it easy for users to participate in tickets between each other. It also gives staff a bird's eye view of what's going on. Use Organizations to:

  • allow staff to see all member participation within an organization (tickets or topics started).
  • allow organization users to share or view shared tickets;
  • automatically add users to an organization with a domain;
  • restrict access to areas of your user portal;
  • use them in ticket rules & notifications.

Learn more about Organizations

Teams, User Groups and Organizations are available in the Complete plan.

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