Your team, groups and time off

Adding and removing staff, support groups and automatic assignment, and recording who is away.

For Admins · Updated

Staff members

Under Settings › People & access › Staff members, add people as admin, agent, or a saved custom staff role, with their display name. They receive an email inviting them to sign in. Change a role at any time.

  • Each admin, agent and custom-role staff member is a paid seat; requesters are free. On a paid plan, adding or removing staff updates your subscription's seats.
  • Remove ends the person's access and sessions at once and unassigns their open cases so nothing is left with someone who is gone. Restore brings them back.

Support groups

Under Assignment groups, create teams (Service Desk, Infrastructure, Field Support), add members and choose automatic assignment: round robin, least busy or off. See Assigning cases.

  • Round robin gives the next eligible member a turn, in email-address order, wrapping to the first after the last. It does not measure workload.
  • Least busy chooses the eligible member with the fewest unresolved cases across the workspace, including work in other groups. Resolved/closed cases do not count; ties rotate. It counts cases, not estimated effort or hours.
  • Away staff, people whose access was removed and custom-role staff without case-work permission are skipped. With no eligible member, the case stays in the group's queue without an owner. Off leaves new group cases unassigned.
  • These settings apply when a new unowned case is routed to the group during intake classification. A routing rule's explicit owner takes precedence. Changing the strategy does not rebalance existing cases or replace an existing owner; catalog approvals and fulfilment follow their own workflow.

Routing and automatic assignment still run when AI is busy or its allowance has been reached. The fallback uses the same rules and group strategy; AI capacity does not decide whether someone gets the case.

Refresh staff and groups retries a failed load and reloads confirmed records without clearing an unsaved requester-domain draft. Failed changes keep their drafts. Controls wait for a save and its readback before accepting another change.

Who is away

On the Overview, anyone can record their own time off with I'm away… (admins can record it for others), optionally naming a backup. During that time automatic assignment, scheduled cases and approvals go to the backup.

Hourly rates

Optionally set an hourly rate per person so time logged on cases shows its cost in reports.

  • Roles and permissions What admins, agents and requesters can see and do, and the agent switches admins control.
  • Assigning cases Owners and groups, automatic assignment, and what happens when someone is away.
  • Approvals Multi-stage approval for request forms, approving from My approvals or by email, and delegation.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.