Ticket Groups & Agents
Ticket groups and agents are the routing foundation of PMSuite's ticketing system. A group represents a support team — for example, General Support, Billing, or Technical — while agents are the employees within that team who handle tickets. When a ticket is created, the Assign Group field routes it to a team queue first; an individual agent is then named for direct ownership. This two-level approach ensures tickets reach the right people without manual triage by an admin.
Who can use it
Company Admin.
Prerequisites
- Employees must already exist in the system before they can be designated as agents. See Adding Employees to add employee records first.
How to Access
Navigation: Sidebar → Settings → Ticket Settings.
The Ticket Settings page contains seven tabs:
| Tab | Purpose |
|---|---|
| Ticket Agents | Designate employees as ticket agents and assign them to groups |
| Ticket Groups | Create and manage team routing groups |
| Ticket Types | Define ticket categories |
| Ticket Channel | Configure inbound channels |
| Reply Templates | Create reusable reply snippets |
| Round Robin | Configure automatic agent rotation |
| Ticket Visibility Setting | Control ticket visibility scope |
This article covers the Ticket Agents tab, the Ticket Groups tab, and the Round Robin automatic-assignment feature.
Ticket Groups
What is a group?
A group is a named routing destination. Examples include General Support, Billing, and Technical. When a ticket is assigned to a group, agents in that group can see and act on it.
Creating a group
- Go to Settings → Ticket Settings → Ticket Groups tab.
- Open the new-group form.
- Name the group and save.
The group is now available in the Assign Group dropdown when creating or editing any ticket.
Editing or removing a group
Groups can be renamed or deleted from the Ticket Groups tab. Before removing a group, reassign any open tickets that reference it so they are not left without a routing destination.
Ticket Agents
What is an agent?
An agent is an employee who has been designated to handle tickets. Only employees listed as agents appear in the Agent dropdown on the ticket creation form.
Adding agents to a group
- Go to Settings → Ticket Settings → Ticket Agents tab.
- Select the group you want to manage.
- Add the relevant employees as agents for that group.
- Save.
Agents added to a group can see and respond to tickets routed to that group.
Removing an agent from a group
Remove the agent from the group's agent list. Removing an agent from a group does not delete their employee profile and does not affect tickets they have already handled. Reassign any open tickets currently owned by the removed agent.
Round Robin — Automatic Assignment
Round Robin distributes incoming tickets automatically across available agents in a group, removing the need for manual queue management. To enable it:
- Go to Settings → Ticket Settings → Round Robin tab.
- Configure and activate Round Robin for the relevant group.
Once active, each new ticket routed to that group is assigned to the next agent in the rotation.
Limitation: Round Robin only distributes tickets among agents already added to the group. If a group has no agents, incoming tickets remain unassigned. Workaround: Ensure every group has at least one active agent before enabling Round Robin.
How Routing Works at Ticket Creation
When a ticket is created at /account/tickets/create, the form includes two routing fields:
- Assign Group — routes the ticket to a team queue.
- Agent — assigns the ticket to a specific individual within that group.
Filling in Assign Group first allows the correct team to see the ticket immediately, even before a specific individual takes ownership. The Agent field can be set at creation or updated later.
Important: Client submitters do not see the Assign Group field when submitting a ticket. Group assignment is an internal routing control available only to agents and admins.
Effect on Other Features
- Ticket list (
/account/tickets): Each agent sees tickets based on the groups they belong to and any individual assignments. - Round Robin rotation: Adding or removing an agent from a group changes the active rotation pool immediately.
- Ticket Types and Channels: Groups work alongside Ticket Types and Channels to enable filtered reporting — for example, how many billing tickets arrived via a given channel in a given period.
Limitations
| Limitation | Workaround |
|---|---|
| Client submitters cannot select a group when submitting a ticket — the Assign Group field is an internal control only. | An agent or admin can assign or change the group after the ticket is created. |
| Round Robin requires at least one agent in the group to function. | Add at least one agent to each group before activating Round Robin. |
Troubleshooting
Agent cannot see tickets
Symptom: An employee reports that their ticket queue is empty or a specific ticket is not visible to them.
Cause: The employee has not been added as an agent to any ticket group, or the ticket was not routed to a group they belong to.
Fix: Go to Settings → Ticket Settings → Ticket Agents, select the relevant group, and add the employee. Then have the employee log out and back in — session state does not always refresh automatically after group changes.
Ticket is not visible to the intended team
Symptom: A ticket was created but the expected group of agents cannot see it.
Cause: The ticket was created without an Assign Group value, or was routed to the wrong group.
Fix: Open the ticket and update the Assign Group field to the correct group.
Round Robin is not assigning tickets
Symptom: New tickets arrive in the group but are not being automatically assigned.
Cause: Round Robin is not enabled, or the group has no agents in the rotation.
Fix: Confirm Round Robin is active in Settings → Ticket Settings → Round Robin, and that the group has at least one agent assigned.