Processing Requests
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      Managing User Groups in DSR

      This article explains how to create and manage groups for assigning DSRs to different teams

      What Groups can be used for?

      The purpose of user groups is for assigning and monitoring DSRs for different teams or any other group of users with access to the DSR module.

      Creating and managing Groups

      1. To create a new group, navigate to the 'Groups' section in your account Settings and click 'New group'
      2. To add DSR Agents to a group, click the desired group and click 'Add Member'


      3. All account members, including all DSR agents, are members of the default 'Everyone' group.

      Note: Owners, Admins, and DSR Leads have default access to all DSRs and therefore cannot be assigned to specific groups.

      Assigning DSRs to groups

      1. To ensure DSR agents only see relevant requests, new DSRs are unassigned from any group by default.

      2. Only Owners, Admins, and DSR Leads have permission to assign requests to groups.

      3. All assignee changes are recorded in the audit log for full visibility.

      4. Group assignments for DSRs can also be managed via the API , which lets you define rules that automatically assign requests based on custom criteria.