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A group is a named set of technicians with one line on what it is for, such as “Tier 1 Helpdesk: first line for every new ticket” or “On-call rota: out of hours”. Use groups for tiers, teams and rotas: a tier is simply a group. You manage groups on the Technicians → Groups tab.

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Create a group

1

Name it

Select New group, give it a name, and describe in one line what it is for. Dispatch reads that line next to each member’s name.
2

Write its instructions

In Instructions for dispatch, write how dispatch should use the group, such as who takes P1 tickets, out-of-hours rules, or tickets the group never takes. Up to 4,000 characters.
3

Add members

Tick the technicians who belong to it. You can also add someone from their own card: open the technician, go to Groups, and tick the group.
A technician can be in several groups. The Groups tab flags a group with One person: when that person is away, the group has no one else to take its tickets.

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Pick a group in dispatch

In a Dispatch Ticket action, select Choose technicians and groups, then add groups in the Technicians and groups picker, next to any technicians you pick one by one. The list under the picker shows who is in the pool. On every run, the group’s current members join the pool, so a person you add to the group later is included without editing the workflow. The Groups tab shows which workflows use each group under Used by, and counts the ones you cannot view here, such as workflows in another environment. Check it before you delete a group: a workflow that still names a deleted group gets no one from it.

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Group instructions

Dispatch reads a group’s instructions once per run, when one of its members is a candidate for the ticket. Write rules about a team here, in place of repeating them in each technician’s custom instructions or in the dispatch instructions. A technician’s own custom instructions still win over the group’s.

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Name a group in custom instructions

Dispatch sees each technician’s groups next to their name, on Dispatch Ticket workflows and on agents that use Get Technician Context. So you can write rules such as “Send ransomware tickets to Tier 3 Escalations” or “After 18:00, assign only the On-call rota”. An agent that reads “choose from Tier 1 Helpdesk” looks up your groups, matches the one you mean by its name and description, and asks Get Technician Context for that group alone, so it reads only those members’ calendars and workload. Neo applies them together with the rest of your instructions; it does not route by group on its own.

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Ask Neo to set it up

The Neo Support Agent can create groups, change their members and write their instructions for you, for example: “Make a group called Weekend cover with Casey and Finley.” or “Move the Tier 2 rules from our dispatch instructions into the Tier 2 group.” By default it asks for approval before each change. Groups are also in the public API under /public-api/technician-groups.