Within the Agent Management tab, you can find the “Help Desks and Agent Groups” section. This feature allows us to organize agents into coordinated work teams and simplify service assignment. Within each help desk we can create a group of agents which we will be able to assign to a service.

The structure is as follows: 

• For each help desk, one or more coordinators are assigned, who can oversee them.
• Within each help desk, there will be different agent groups, to which we can assign one or more members to manage service requests.

To start creating and setting up help desks, follow the steps below:

1. Log in to Humand Admin.

2. Go to the Service Management > Agent Management tab.

3. Select the "Help Desks and Agent Groups" section.

4. Once inside, you must display the help desk already created, and select the “+ New agent group” option.

5. Here you can set the name of the group and add an optional description.



Then, in the “Assignment Type” section, you can select what type of assignment the requests received by that group of agents will have. This selection defines how requests entering the group are automatically distributed. The chosen method applies to all new requests managed by that group and ensures a consistent and automated assignment strategy.



Finally, you can select who will be the agents that can be assigned to requests to manage them. By clicking on the “Add members” button, you can assign already created agents to our agent group.

6. You can select agents individually, with the option to filter users by segmentation groups. Once the agents have been selected, we finish by clicking on “Apply”. In this way we have already created our group of agents within a help desk.

7. Once the help desks and agent groups have been created, we can assign a group to one or more services within our community. When configuring a service, only one group of agents can be selected, and it is not possible to simultaneously select a group and specific agents. To see how to create and manage help desks, please refer to the following article:

📚 How to create and manage help desks?

We can edit or delete the agent groups, from the 3 dots button. By editing an agent group you can add members, which enables them to receive new requests and reassignments (even a new member will be able to see the requests created before being included). On the other side, removing a member keeps the requests already assigned to the removed agent, but impacts on future availability. Also, from the 3 dots, we can deactivate or activate the group, and see its details and history of changes.