Client Groups

Client Groups control which clients’ tickets each team member can see. By organizing clients into groups and assigning team members to those groups, you determine the scope of visibility across the system. A team member only sees tickets from clients in their assigned groups.

Getting There

• Click Clients in the sidebar
• Select the Groups tab

How Client Groups Work

Client Groups act as an access control layer between team members and client tickets:

1. Clients are added to one or more groups
2. Team members are assigned to one or more groups (via the Team Members edit form)
3. A team member can only see tickets from clients that belong to their assigned groups

This filtering applies throughout the entire system — the ticket list, dashboard stats, triage view, search results, and workload counts all respect group access.

The “All Clients” System Group

Every Supportomation instance has a built-in system group called All Clients:

Assign team members to the All Clients group when they need unrestricted visibility. This is typical for Admins and senior Leads who manage tickets across the entire organization.

Creating a Custom Group

Custom groups let you segment client access for teams that only handle specific clients:

1. On the Groups tab, click Add Group
2. Enter a descriptive name for the group (e.g., “Enterprise Clients”, “LATAM Region”, “Partner Accounts”)
3. Select the clients that belong to this group
4. Click Save

After creating the group, assign team members to it through the Team Members edit form.

Assigning Clients to a Group

1. Open the group you want to edit
2. Add or remove clients from the group’s client list
3. Click Save

A client can belong to multiple groups. Adding a client to a new group does not remove it from any existing groups.

Assigning Team Members to Groups

Team members are assigned to groups through their own edit form, not through the group itself:

1. Navigate to Team in the sidebar
2. Open the team member you want to configure
3. In the Client Groups section, select the groups this member should have access to
4. Click Save

The member’s ticket visibility updates immediately. They will only see tickets from clients in their assigned groups across all views.

How Groups Filter the System

Group access is enforced consistently across every part of Supportomation:

Example Setup

Consider a support team split by region:

In this setup:

• Sarah and Mike see all tickets from every client
• James and Lisa only see tickets from Acme Corp, BigCo, and StartupX
• Hans and Marie only see tickets from EuroTech and BerlinSoft
• If a ticket from an unknown domain lands in Triage, only Sarah and Mike (in the All Clients group) can see it

Tips & Troubleshooting

Next Steps

• Team Members — Assign members to groups through the team member edit form
• Client Management — Manage the clients that belong to groups
• Ticket List & Filtering — See how group filtering affects the ticket view
• Triage — Understand how group access interacts with triage tickets