Groups

A group is a set of people in your workspace who share a kind of work, such as Support, Billing, or Sales. Give work to the group, and everyone in it hears about it. Groups belong to the whole workspace, so any app can use them. Helpdesk is the first: a ticket, or every new ticket from a support address, can go to a group (Assigning Tickets).

Where Groups Live

Groups are on the Staff page, on its Groups tab, beside People and Roles. Owners and admins see the tab and make every change there. Everyone in the workspace can see which groups there are and who is in each (action core.groups.list, which also gives AI agents the list and changes nothing).

Adding and Changing a Group

Select Add a Group, give it a name, and check the people who belong in it (action core.groups.save). Change on a group opens the same form, to rename it or change who is in it. Saving changes only what you changed.

• Each group needs a name of up to 60 characters, and no two groups share a name.
• A group can have anyone in the workspace whose access is on, and can start with nobody in it.
• A sign-in marked as an AI assistant on the Staff page is never offered and cannot be added (Staff and Roles).
• A person can be in as many groups as you like.

Removing a Group

Remove on a group takes it away after you confirm (action core.groups.remove). Nothing that was assigned to it changes: a ticket assigned to it still shows its name, so you can see where it was. From then on nobody hears about that work through the group, and it is no longer offered when assigning. A support address that sent its new tickets to it leaves them unassigned. You can use its name for a new group.

When Someone Leaves

Turning off a person's access, or removing them from your account, takes them out of every group at the same time (Staff and Roles). If they come back, add them to their groups again.

Who Can Change Groups

Only owners and admins add, change, and remove groups, and every change is in the activity log. AI agents can see the groups but never change them, the same as people and roles.