Benefits to Grouping Users

Users can be placed into a "Group". One way to look at this is like a folder. For example, users from the same company can be placed in the same group.

Below are some reasons to organize your users into groups.:

1. Reporting: Determine the number of tickets opened by a group, or the agent response time for a specific group.
2. Ticket sharing: By default, only the user who submitted a ticket can see it. Through Group Access Rights, you can allow ticket sharing among users within a group.