Table of Contents

Group Tags

Niamh Ferns Updated by Niamh Ferns

User groups make grouping tickets easier compared to using group tags and allow for access restriction and extra functionality for approvals.

Read more on User Groups.

Ticket Groups & Group Tags

Ticket group permissions allow you to group tickets by tags.

What is a Group?

A group is formed using tags.

  • Service Types/Groups: Group tags can be added to Service Types. Tickets created by this request type will inherit the group tag(s) added to it.
  • Forms: Group tags can be added to specific forms. Ticket created using this form will inherit the group tag(s) added to it
  • Ticket with a group tag: Inherited from request types/forms or can be added manually via the Tech Portal. Only user with "All Tickets" permission or with the same group tag can access these tickets.
  • Contacts (users) with a group tag: Group tags can be added to specific users.
    • User with all tickets (plus group tag): can access all tickets
    • User without all tickets (plus group tag): can access their own ticket, plus tickets related to that specific group tag
    • Approver with all tickets (plus group tag): can access all tickets but this approver can only approve tickets under the group they have access to
    • Approver without all tickets (plus group tag): can access their own ticket, plus tickets related to that specific group tag. This approver can only approve tickets under the group they have access to.
  • Company: Group tag does not apply to Companies
  • Member: Group tag does not apply to Members

Assigning Tickets to a Group

There are two ways on how assign group tag for a ticket:

  • Inherited from Service Types, Service Groups, Forms, Company's and User Groups
  • Assigned through the Tech Portal.

First scenario (Service Types/Groups/Forms): if any given form or Service Type contains a group tag, any ticket created from them will automatically inherit the same tags.

Second scenario (manually assign in Tech Portal): members can manually add any tags to a given ticket in Ticket Details (side menu, bottom left).

Ticket Tag Permissions - Legacy Approach

In the past, we used permissions to allow users to access all tickets that belong to their company. While the All tickets option is suitable for managers and administrators, it did not cover specific cases such as HR or Procurement related tickets.

We now have Contact Groups to make this easier.

How did we do?

The Learning Center

Custom Domains

Contact