Freshservice Setup - Create your Support Groups

Once you have decided how your support groups will be defined, please make the corresponding configuration changes in Freshservice:

Remove groups which you won't need

Add all the groups you do need with the appropriate Business Hours

Add the agents to the appropriate groups

During step 2, creating groups, please be aware of the below group-level configurations:

Automatic Ticket Assignment; if enabled, tickets assigned to this group will automatically be assigned to an individual team member in a round robin: https://support.freshservice.com/en/support/solutions/articles/157134-auto-assigning-tickets-to-agents-in-a-group-round-robin-

Escalation Email; allows you to identify a group lead or manager to be notified via email when a ticket remains unassigned. (Note that this escalation email is supplemental to the SLA escalations, eg. First Response Due.)

Restricted Groups: For groups that handle confidential information, such as HR & Payroll, use our Restricted Groups functionality to ensure no accidental data exposure takes place: https://support.freshservice.com/support/solutions/articles/50000003479-maintain-confidentiality-of-sensitive-data-using-restricted-groups