> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Assignment groups

> Assign tickets to org groups for triage, round-robin distribution, and group-level reporting

Assignment groups let a team treat an [organization group](/sections/documentation/platform/org-settings#groups) 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.

<Note>
  Assignment groups are not the same as [visibility groups](/sections/documentation/ticketing/manage-collaborate/visibility), which restrict who can see sensitive tickets.
</Note>

***

## Prerequisites

1. Create or sync the org groups you need under **Org Settings → Groups** (or via [SCIM](/sections/documentation/platform/org-settings#scim)).
2. Add the right people to each group.
3. Open the team that will use those groups and go to **Team Settings → Assignment**.

***

## Set up assignment groups for a team

Groups become available for a team in two ways:

* **Automatically** — any group used in an [assignment rule](/sections/documentation/ticketing/ticket-configuration/assignment) 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.

<Steps>
  <Step title="Open Assignment settings">
    Go to **Team Settings → Assignment**.
  </Step>

  <Step title="Route tickets to a group">
    Create an [assignment rule](/sections/documentation/ticketing/ticket-configuration/assignment) that assigns matching tickets to a group, or set a group as the **default assignment** fallback.

    <Warning>
      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.
    </Warning>
  </Step>

  <Step title="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.
  </Step>

  <Step title="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:

    | Option                    | Behavior                                                                                            |
    | ------------------------- | --------------------------------------------------------------------------------------------------- |
    | **Round-robin** (default) | Rotate evenly through the group's members and set one as the assignee.                              |
    | **Human triage**          | Keep 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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## 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](/sections/documentation/ticketing/manage-collaborate/notifications).

***

## 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](/sections/documentation/ticketing/manage-collaborate/filter-sort#saved-views) if your team uses the same queue layout regularly.

***

## Related

<CardGroup cols={2}>
  <Card title="Assignment rules" icon="route" href="/sections/documentation/ticketing/ticket-configuration/assignment">
    Automatically route escalated tickets to users or groups
  </Card>

  <Card title="Org groups" icon="users" href="/sections/documentation/platform/org-settings#groups">
    Create and sync the groups used as assignment groups
  </Card>

  <Card title="Team routing & assignment" icon="shuffle" href="/sections/documentation/ticketing/manage-collaborate/assignment-routing">
    How tickets reach a team and then a person
  </Card>

  <Card title="Filter & sort" icon="filter" href="/sections/documentation/ticketing/manage-collaborate/filter-sort">
    Filter tickets and save views by assignment group
  </Card>
</CardGroup>