Helpdesk settings: agent groups, queue rules, and tags
Updated June 14, 2026
Where to find settings
Helpdesk Settings (Owner and Admin only) are at Helpdesk → Settings in the bottom of the queue nav.
Agent groups
Create groups to organise agents into teams (e.g. "Billing", "Technical Support"). Assign tickets to a group so the right team picks them up. Each group shows its members and a one-line summary of its queue rules.
Queue configuration per group
Each group has configurable queue rules:
- Prioritise online agents — when assigning tickets, prefer agents whose presence is Online over Away or Offline.
- Even distribution — assign to the agent with the fewest open tickets rather than round-robin.
- Max email tickets per agent — maximum number of Escalated email tickets a single agent can hold simultaneously. Leave blank for unlimited.
- Max chat tickets per agent — same limit for Escalated widget/chat tickets. Leave blank for unlimited.
The ticket caps count only tickets with status Escalated — those the AI has handed off to a human. Open, Pending, On Hold, and Resolved tickets do not count toward the limit.
Ticket tags
Create colour-coded tags that agents can apply to tickets. Choose a name and one of 8 preset colours. Deleting a tag also removes it from all tickets that currently carry it.