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Assignment groups let a team treat an organization group as the owning group on a ticket. Use them to route work to a queue (Network, HR, Desktop Support), balance load across members, and filter or report at the group level. An assignment group is separate from the individual assignee. A ticket can belong to a group and still have a specific person working it — or stay with the group only until someone picks it up.
Assignment groups are not the same as visibility groups, which restrict who can see sensitive tickets.

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Prerequisites

  1. Create or sync the org groups you need under Org Settings → Groups (or via SCIM).
  2. Add the right people to each group.
  3. Open the team that will use those groups and go to Team Settings → Assignment.

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Set up assignment groups for a team

Groups become available for a team in two ways:
  • Automatically — any group used in an assignment rule or as the team’s default assignment is included.
  • Manually — add extra groups under Advanced settings → Ticket sidebar groups so agents can pick them on a ticket even when they are not used in routing.
Most teams only need the automatic path: put groups in rules or default assignment and skip the sidebar list unless agents need more options.
1

Open Assignment settings

Go to Team Settings → Assignment.
2

Route tickets to a group

Create an assignment rule that assigns matching tickets to a group, or set a group as the default assignment fallback.
A single assignment rule can target either one assignment group or one or more users — not both in the same rule. Use separate rules if you need different targets.
3

Optionally add sidebar groups

Expand Advanced settings → Ticket sidebar groups. Click Add group to include an existing org group, or Create new group to make one.Groups already used in rules or default assignment appear with a lock and cannot be removed from this list while they are still referenced.
4

Choose how group members get assigned

Under Advanced settings → Group member assignment, pick how Serval chooses an individual when a ticket is routed to a group:
OptionBehavior
Round-robin (default)Rotate evenly through the group’s members and set one as the assignee.
Human triageKeep the ticket with the group only — no automatic individual assignee. Someone claims it manually.
The ticket requester is never auto-assigned from the group pool. If every member of the pool is the requester, the ticket stays without an individual assignee.
5

Optionally restrict assignment to team members

Turn on Restrict assignment to team members only if Serval should only auto-assign people who are also members of this team — even when the org group includes people outside the team.

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On a ticket

Agents can set or clear the owning group from the ticket Properties panel using Assignment group. The menu lists groups configured for that team (from rules, default assignment, and Ticket sidebar groups). Changing the assignment group can also update the individual assignee according to the team’s Group member assignment setting. You can still change the assignee separately afterward. Group members can be notified when a ticket is assigned to their group. See Notifications.

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Filter and display

In the ticket list:
  • Filter by Assignment group, including My assignment groups for groups you belong to.
  • Optionally show an Assignment group column under Display.
Save these settings in a saved view if your team uses the same queue layout regularly.

Assignment rules

Automatically route escalated tickets to users or groups

Org groups

Create and sync the groups used as assignment groups

Team routing & assignment

How tickets reach a team and then a person

Filter & sort

Filter tickets and save views by assignment group