How to create an analyst group

Overview

Analyst groups allow you to organize your support staff into functional teams, such as "IT Support," "HR Analysts," or "Billing Department." Instead of assigning tickets to individuals, you can assign them directly to a group, improving collaboration and flexibility.

Each group can have an auto-assignment policy enabled (either Round-Robin or Load Balanced) to automatically distribute the workload evenly among the group's members.

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Step-by-Step Guide

1. Navigate to Analyst Groups

First, access the group management area from the main settings.

• From the main navigation panel, click on Settings (1).

• Under the Helpdesk section, select Analyst Groups (2 & 3).

2. Add a New Analyst Group

• On the Analyst Groups page, click the Add Analyst Group button (4) to open the creation window.

3. Configure the Group Details

In the pop-up window, you will define the name, members, and assignment rules for your new group.

• Name: Enter a descriptive name for your team in the Name field (e.g., "Network Admins," "Tier 1 Support").

• Group Members: Click into the Select User field to search for and add the desired analysts to this group. You can typically add multiple members.

• Auto Assign: If you want BoolDesk to automatically distribute tickets that are assigned to this group, enable the Auto Assign toggle. This helps ensure an even workload and quick ticket pickup by available analysts.

4. Save the Group

• Once you have finished configuring the group, click the Save button.

Your new analyst group will now be available as an assignee for tickets and can be used in your workflow and business rules.