An organization's tickets can be automatically assigned to a group. This is referred to as group mapping and can be set up by an administrator.
- Click the Admin icon () in the sidebar, then select People.
- Click Organizations.
- Find the organization you want to edit and then click Edit.
Alternatively, you can search for the organization.
- Select a Group from the drop-down list to set up group mapping.
Your update is saved automatically, so when you are finished you can simply navigate away.
New tickets will now automatically be assigned to the selected group; however, business rules and agents may override this default group setting.