Question 1

What are groups in Deskhero?

Accepted Answer

Groups are teams of users used to organize work in the workspace. Every ticket has a Group field, mailboxes are connected to groups so incoming email lands with the right team, automation rules can set the group on tickets, and each user can tune per-group notifications for new tickets and replies. You manage groups under Configurations in the 'Groups and users' section.

Question 2

How do I create a group?

Accepted Answer

1) Go to Configurations and open the Groups page in the 'Groups and users' section. 2) Click 'New group +'. 3) Enter a name (at least 2 characters). 4) Add users by typing their names, and tick the 'Admin' checkbox for at least one member. 5) Click 'Create group'.

Question 3

How do I add or remove members of a group?

Accepted Answer

1) Go to Configurations, then Groups under 'Groups and users'. 2) Click the edit button next to the group. 3) In the 'Edit group' dialog, add users by typing their names or remove them from the selection; use the 'Admin' checkbox to mark group admins. 4) Click 'Update group'.

Question 4

How do I rename a group?

Accepted Answer

1) Go to Configurations, then Groups under 'Groups and users'. 2) Click the edit button next to the group. 3) Change the 'Name' field (minimum 2 characters). 4) Click 'Update group'.

Question 5

How do I delete a group?

Accepted Answer

1) Go to Configurations, then Groups under 'Groups and users'. 2) Click the delete button next to the group. 3) Confirm in the dialog. Deletion cannot be undone, and the built-in 'Everyone' group cannot be deleted.

Question 6

What is the 'Everyone' group and can I edit it?

Accepted Answer

'Everyone' is a built-in system group in Deskhero. Unlike groups you create yourself, it cannot be edited or deleted. Its edit and delete actions are disabled on the Groups page.

Question 7

Who can create, edit, or delete groups?

Accepted Answer

Only Owners and Admins can create, edit, or delete groups. Users with the User role can see the Groups list, but the create, edit, and delete actions are disabled for them with the message 'Not enough rights to do that'.

Groups

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