Users can be grouped into a "Group". These could be teams or departments if you use the helpdesk internally, or these could be customers (especially if the the organization services other companies). Here are some of the reasons you may want to group users:
1. To organize your ticket creators. Want to add information specific to a group? You can create [custom fields for Groups.](https://help.mojohelpdesk.com/help/article/243969)
2. For reporting purposes. For example, find out which team/department opens the most tickets?
3. To allow ticket sharing between users in a group using [Group Access Rights ](https://help.mojohelpdesk.com/help/article/115429)
4. [To limit access/visibility of a queue ](https://help.mojohelpdesk.com/help/article/244887) (and as an extension a form)
Find out how to [add a user to a group here](https://help.mojohelpdesk.com/help/article/245125).