Groups & Skills
Teams within departments, and the tags that record who is actually capable of handling what.
What is it?
Groups gather staff into working teams; skills tag individuals with capabilities such as a language, a product line or a technical specialism. Both can be used as assignment targets and as routing conditions.
Why does it exist?
A department says where a ticket belongs; skills say who inside it should get it. Sending a Tamil-language complaint to someone who does not read Tamil wastes a transfer and an hour.
How does it work?
1
Create groups that mirror how the team really splits work — shift A, shift B, escalation team.
2
Define the skills that matter in your business and tag staff with them.
3
Assign a ticket to a group so any member can pick it up.
4
Use skills as a condition in automation rules for routing.
WHO USES IT
Administrator
Team leads
WHAT MANAGEMENT ACHIEVES
Work reaches the person most likely to resolve it first time, which is the single biggest lever on resolution time.
In practice
An escalation group of three senior engineers receives every ticket flagged critical, regardless of which department it started in.
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