Benefits of adding users to a Group

Users may be assigned to a "Group," which serves as a categorical organization akin to a directory. This facilitates the aggregation of users with shared affiliations, such as employees of the same organization.

The following rationale supports the segmentation of users into groups:

1. Reporting: Allows for the compilation of metrics pertaining to group-specific activities, such as the number of tickets submitted by a group or the average agent response time for a defined group.
2. Ticket sharing: Establishes protocols for information dissemination among group members. By default, ticket visibility is restricted to the submitting user. However, through Group Access Rights, ticket sharing within a group can be enabled.