Groups allow you to select multiple agents and group them together on a team. If you have Customer Support and IT teams using your Groove account, you can create two separate groups for each of those teams. Creating Groups allows you to automate the ticket flow between each of the teams based on the ticket request.
To set up a Group, select Groups in the Settings Menu.
In the left side-bar under Users, select Create a Group.
Aadd the name, desciption, and select which users in Groove are part of the group.