Help Desk - Product and Group Settings

Group and Product settings tab provides settings that control the behavior of when tasks are created for specific products or in groups including automatic and round-robin task assignment.

Select and assign Staff and Agents as product and group administrators.  Product and group administrators have visibility and administration role for all tasks in a product or group.  Product and Group administrators can edit and assign tasks to Agents and Staff members.

Select this option when round-robin task assignment should be performed for all new tasks created in a product or group. In the drop down select the agents that the tasks should be assigned to using round-robin assignment.  Round-robin task assignments results in new tasks being evenly assigned across multiple team members.

In the drop down select the agents that the tasks should be assigned to when round-robin assignment is enabled.  Round-robin task assignments results in new tasks being evenly assigned across multiple team members.

To have new tasks created in this group assigned to a specific agent automatically then set this value to true or checked.

In the drop down select the agent that new tasks should be assigned to.

The default Product and Group behavior is to limit the visibility of all tasks to Agents and Staff who are assigned to a goop as well as Administrators.  In the case where multiple agents and staff belong to a Group and it is desirable to allow these Agents and Staff members the ability to view and reply to all tasks in the group regardless of individual task assignment and watch list settings then set this value to true or checked.