You can group technicians based on skill sets or the clients they serve. A single technician can be assigned to multiple groups or multiple clients.
To create technician groups:
Navigate to Settings > Roles and Groups > Technician Groups.
2. Click ‘Create’.
3. On the ‘Create new technician group’ page, do the following:
Name your group and add a one-line description.
4. Click ‘Edit’ to add technicians (and associate clients) to the group as shown below.
5. Click ‘Done’ when you’ve finished adding.
Enable Technician auto-assignment checkbox will automatically assign technicians when a new ticket is associated with the group. Tickets get assigned by Round robin or load-based assignment rules.
Associating clients to a technician group can also be done when you create a new client.