Assign ticket to multiple agents

Assign tickets to Microsoft 365 group

Microsoft 365 group is a tool for collaboration and sharing resources within your tenant. You can assign tickets to existing ones what makes it possible for all group members to receive notifications about new replies in a ticket. If you do not have the one you would like to use in HelpDesk, create it. Open the list of active groups in Microsoft 365 admin center and add a new one.

Create a Microsoft 365 group

Configure the group going through the all wizard steps. If required, you can set any group type other than Microsoft 365. But this one provides you with all advantages of the Microsoft services.

Select a type of the Microsoft 365 group

Name the group

Set a group's owner

Group settings

Finish creating the group

After you have created the group, open it for further set-up.

Open the group

Add new members to the group.

View group's members

Add new members

Save the added members

It is required to allow receiving external messages (HelpDesk notifications). If the members should receive their copies, check the accordant option too.

Group's e-mail settings

Now, you can assign a ticket to the newly created Microsoft 365 group.

Assign to a Microsoft 365 group

Assign tickets to SharePoint group

SharePoint group is a pool of SharePoint users with the same permission level. If you would like to assign a ticket to a group, you need to create the one. For that, click on the Settings wheel and go to the Site permissions.

Site settings

Click on Advanced permissions.

Advanced permissions

Under site permissions, you can find predefined groups with different permission levels. SharePoint creates them automatically with a site. You need to create a new group, so click on Create Group.

Create a group

You can organize users into any number of groups.


HelpDesk will send notifications to the group members only if you allow everyone to view its membership.

You can choose any permission level depending on what level of access you need.

Group permission level

To add new users to your group, select Add users in the dropdown menu.

Add new users

In Share dialog enter names or e-mail addresses of users that you want to add to the group. You can even add external users to SharePoint Online groups if they have Microsoft Accounts. If you would like to add a personal touch, provide some text that will accompany the invitation.

Share pop up window

Now you can assign tickets to the SharePoint group.

Assign to a SharePoint group