Last updated: 2024-08-09

Source: https://support.freshservice.com/support/solutions/articles/50000001678-create-manage-requester-groups

With requester groups in Freshservice, you can handpick the set of requesters, and provide selective privileges within the portal such as restricted access to service items, solutions folder, announcements, and raise employee onboarding requests

How to create requester groups?

  • Navigate to Admin -> User Management -> Requester Groups.
  • If your account has more than one workspace, navigate to Admin -> Global Settings -> User Management -> Requester Groups.
  • Click on Create New > Requester Group
  • Enter details such as name and description of the group
  • Next, choose how you wish to add the members to the requester group

    • Adding Members based on Rules: Here, you can filter requesters based on conditions and add them if they fulfill any or all rules.

    Choose Members Manually: You can search for requesters from different departments or locations and add them to the group. The search field here only gets the active requester profiles. Neither the deactivated requester profiles nor the agent profiles are displayed.

    Note: Once you choose an option (for eg: choose members manually) on how you wish to add your members to the requester group, you will not be able to change that option later.

    For Adding Members based on rules:

  • Once you choose the Automatically add members based on rules option, you can add details such as name and description.
  • Next, select conditions based on which you can filter your requesters and click Save to add the requesters to the group.

    • For Example:You can the email domain as a condition to auto-populaterequesters from a specific email domain to a designated requester group.

    For Choose Members Manually:

  • Once you choose the Choose Members Manually option, you can add details such as name and description
  • Next, search for the requesters by name and then click Save to add the requesters to the group.

    • How to remove a requester from a group?

  • In the requester group, you can hover over the requester name and click the remove icon and click Update to have the requester removed.

    • ``` Note: You can only delete requesters for the Choose Members Manually option. ```

    How to edit/delete a requester group?

  • Navigate to Admin -> User Management -> Requester Groups.

    • If your account has more than one workspace, navigate to Admin -> Global Settings -> User Management -> Requester Groups.

  • Hover over the requester group you wish to edit/ delete and click the Edit (or) Delete icon based on the action you wish to perform.

    • Faq's

    1\. Can agents be added to the requester groups?

    Only requesters can be added to the requester groups and agents cannot be added.

    2\. Can we manually add requesters to a dynamic requester group?

    No, requesters cannot be added manually to a dynamic requester group. The group functions based on set conditions and automatically adds requesters. Manual assignment is not possible if the created group is dyna.