This guide helps your team get more value from TurboHelp's Team tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use this area to manage agents, groups, availability, workload, and team visibility.
Keep roles and group assignments intentional so each teammate sees the right work.
Review performance and notification settings whenever your support process changes.
Groups allow you to organize your agents and control how incoming conversations are assigned. This article will guide you through the settings available on the group management page.
Editing Group Details
From the group edit page, you can modify the fundamental settings for your group.
Conversation Assignment Method
You can determine how new conversations are assigned to the agents within a group. There are two methods available:
Auto Assignment
When Auto assignment is selected, TurboHelp will automatically and evenly distribute incoming conversations among all agents in the group who have their status set to "accepting conversations". This method is ideal for ensuring a balanced workload across your team. When an agent's assignment limit for concurrent conversations is reached, new conversations will be routed to the next available agent.
Manual Assignment
With Manual assignment, all agents in the group will receive a notification for any new conversation waiting in the queue. The conversation will be assigned to the first agent who accepts it. This method provides flexibility, allowing agents to pick up conversations as their capacity allows.
Tip: See Workload Management and Queues article for more details on conversation assignment and queue system.
Managing Group Members
You can add or remove agents from a group and set their roles and priorities.
Adding a Member
Click the + Add member button.
Select an agent you want to add from the list.
The new member will appear in the agent list for this group.
Member Roles & Priority
Role: Defines the agent's permissions and capabilities across the whole application (e.g., Agent, Admin).
Conversation Priority: You can set different priority levels for agents, such as 'Primary' or 'Backup agent', which will influence the order of auto-assignment.
Delete Group
If a group is no longer needed, you can permanently remove it.
Warning: Deleting a group is a permanent action and cannot be undone. However, associated conversations will not be deleted.
To delete a group, click the red Delete group button at the bottom of the page. You will be asked to confirm the action before the group is permanently removed.
Best Practices
Grant the smallest role that lets each teammate do their job.
Use groups for real ownership boundaries such as Billing, Sales, or Technical Support.
Review workload, queues, and notifications after staffing or schedule changes.