Configuring support groups

Learn how to create support groups for standard and custom configuration, and add members to the support groups.

Creating-support-groups

Learn how to associate domain tags to determine the line of business to which a support group belongs.

Associating-domain-tags-to-support-groups

Learn how to modify the support group names to suit your business requirements by using the Data Wizard console.

Reorganizing-a-department-and-changing-support-group-names-using-the-Data-Wizard-Console

Learn how to add and modify support group aliases to support type-ahead searches.

Adding-and-modifying-group-aliases

Learn how to create favorite support groups to quickly select groups for assigning incidents.

Setting-favorite-support-groups-for-manual-assignment-routing

Learn how to add and modify an on-call schedule to notify the right members of the support group. 

Setting-on-call-schedules-for-support-groups

Learn how to modify group notifications by using a distribution list. 

Setting-up-group-notifications

Learn how to view and modify the hours of operation for each support group.

Setting-business-hours-and-holidays-for-a-support-group

Learn how to configure or define valid support groups if you have multiple support groups in a single company or single support group for multiple companies. 

Configuring-support-group-assignments

Learn how to configure assignment routing to automatically assign records and requests to the appropriate support group.

Setting-up-assignment-routing-to-support-groups