Group Roles  


Group roles are support group-specific roles that can be used in SLA escalation notifications, support group notifications, request life cycles, custom triggers, backup technician assignments, dashboards(share dashboards), and approvals.
To create a new group role,

  • Go to Admin > Users > Group Roles.
  • Click New.
  • Enter a Name and a Description.

 

 

  • Click Save or Save and Add New.  


Associating Support group and technicians  

Once you have created a Group Role, you can associate a technician & support group by clicking the drop-down beside the name of the Group Role in the list view.

  • Click Associate Technician and select a support group and a technician.
  • Click Associate.

 

 

  • From the drop-down, you can also disassociate associations.
  • Click on support groups under the Associated Support group column, you will get a new pop-up.
  • In the pop-up you can select the support groups you want to remove and click Disassociate.

 

 

  • If there are any unassociated support groups, they will be shown under View unassociated support groups. You can associate support groups from there as well.

 
Note: You can associate multiple support groups and technicians to a group role, however only one technician can be associated with a single support group. 
 

© 2025 Zoho Corporation Pvt. Ltd. All rights reserved.

Back to Top