Next you will need to add tickets to groups.  There are several ways to do this, both manually and at the time of ticket creation.   

1. Helpcenter form: A dropdown on the create ticket page will prompt users to select a support group for their message, giving them a choice from all groups that have the”show on helpcenter” option turned on.

2. Admin form: Agents creating tickets through the “Add new Ticket” form in the admin will have the option to assign the ticket to a group by selecting from a dropdown.  Similar to the helpcenter menu, any groups that have the “show on admin” option turned on will be displayed.

3. Ticket management: Administrators can assign tickets to specific groups from either the detailed ticket view, or using bulk operations.

4. Incoming email address or alias: Tickets created via incoming email can be assigned to groups by using special email addresses: Either by emailing groupname@yoursupportsite.com or by using an email alias- support+billing@yoursupportsite.com

5. Trigger: Tickets can also be automatically assigned to a group through the use of triggers.