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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 Settings → Assignment 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 manual additions 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 assignment groups

Open Settings → Assignment 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 Settings → Assignment preferences → Group member assignment, pick how Serval chooses an individual when a ticket is routed to a group: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.To use a different option for specific groups, set Member assignment on the group’s row under Settings → Assignment groups. A group left on Team default follows the team setting, so changing the team setting later still applies to it. For example, keep the team on Human triage and set only your Desktop Support group to Round-robin.
Removing a group from Assignment groups clears its member assignment override. If you add the group back, it starts on Team default again.
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. The assignee picker also applies this restriction, including when the assignment group contains people outside the team.

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Find and manage assignment groups

Under Settings → Assignment groups, use Search groups or schedules to find a group by its name or mapped work schedule. Search covers the entire list. The table displays ten groups at a time; use the previous and next controls below it to move between pages. Open the filter menu beside search and select With schedule or Without schedule to filter by work schedule mapping. Select All groups or Clear filters in the menu to reset the schedule filter. Choose a schedule in the Work schedule column to update it. Add group stays above the table, including when you filter the list.

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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 manually added assignment 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. When a ticket has an assignment group, the assignee picker offers only members of that group, plus Unassigned. This applies automatically, including to assigning yourself. If the group has no eligible members, the ticket can stay unassigned. Clear or change the assignment group before choosing someone outside it. Tickets without an assignment group keep their usual assignee choices, subject to the team’s assignment and access settings. For bulk assignee changes, select tickets from a single assignment group. You can include tickets without a group; the picker still uses the selected group’s members. 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. When you save a view, the Save to picker can save it to an assignment group you belong to, sharing that queue layout with every member of the group.

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