Utilizing Teammate Groups to cover OOO

Question

We currently have teams of 4 users assigned to each of our clients. The problem is that, when someone is out, we have to assign ALL the access in our softwares to a separate/new team member for a short period of time. This takes a lot of time to add them individually to all the shared inboxes they need.

It seems like Groups could help us assign access to all the inboxes faster. Could I create some kind of team group, then just add the TEMP team member to the team group? That way I do not need to add them to ALL the shared inboxes individually?

cat_apac · Answer

Hi there! Cat here from the Front support team 🌻

I think Teammate Groups sounds exactly like what your team would need!

Essentially, you’d create a Group for each of the teams of 4 users and use that Group to manage inbox access required for that team to support the relevant clients. You can also reference Groups in rules which is super helpful if you are also assigning conversations within a group of teammates.

Then, if a teammate is offline for any reason and they need to be covered by someone else, that other teammate can be added as a member of the Group for the duration and then removed when their access is no longer required.

The following guide has more details on setting up Groups: https://help.front.com/en/articles/2087

Cheers,
Cat

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