Groups

Groups represent support teams in your organisation. They help you manage workloads, reporting, and data access more efficiently.

Groups can be used for:

• Workloads — Select multiple reviewees with one click. When group members are added or removed, all associated workloads update automatically.

• Reporting & filtering — View evaluations, performance, and disputes by group.

• Data access — Group leaders can access evaluations, performance, and disputes for all their group members, allowing them to effectively manage their team.

To view and manage groups, go to Settings > Groups.

Creating a Group

To create a new group, click Create Group in the top right and follow the steps:

• Add a unique name.

• Optionally, add a description.

• Select the reviewees to include. Reviewees can belong to multiple groups.

• Assign reviewees as either members or group leaders. A group can have zero, one, or multiple leaders.

Once done, click Create Group.

Group leaders will have access to the evaluations, performance, and disputes of all their group members.

Syncing Groups from Your Help Desk

You can also import groups directly from your help desk instead of creating them manually. Click Sync Helpdesk Group, select your connected help desk, choose the groups to import, and click Next.

Enable the sync option to keep groups automatically up to date when changes are made in your help desk. Click Confirm, and any agents in those groups will appear immediately along with their members.

FAQs

Can a user belong to multiple groups? Yes, there's no limit to how many groups a user can belong to.

Can a group have multiple leaders?

Yes, a group can have as many leaders as you want. A user can also be a group leader in multiple groups.

What happens if I delete a group that belongs to a workload?

The group will be removed from all associated workloads. Any workloads with no remaining reviewees will be archived.