Tech groups specify which techs are included in the group, the number of levels within the group, how tickets are assigned, and which request types the group can support.
The following example creates the Human Resources group and maps it to HR request types. This group includes only one level, and tickets are assigned to individual techs using a load-balancing algorithm.
The Tech Group Info page opens.
Tickets are assigned to a group manager when auto-assignment is not enabled on the Tech Group Levels tab, or when auto-assignment is enabled but no techs in the group are available.
Group level options specify how tickets are assigned and which techs are members of that level. At least one level must be configured for each group. Add multiple levels if you want to be able to escalate tickets to more experienced techs.
If you configure multiple levels, all new tickets are initially assigned to techs in Level 1. Techs in higher levels receive tickets only if they are escalated.
Click an existing level to open it, or click Add Level to add a new level.
Specify how Web Help Desk will assign tickets for this level.
|None||Tickets are not automatically assigned to individuals, but belong to the group level.|
|A Level Tech||Each ticket is assigned to a tech in this level based on the tech's availability.|
|Group Manager or Lead Tech||All tickets are assigned to the manager or lead tech, who then reassign them to techs.|
The tab displays the request types assigned to this tech group.
The tab displays all request types not assigned to any tech group.