Hi There,

Hope you’re doing good and staying safe :) 

To answer your question in an overview, Yes we use the term "Group" when a ticket is assigned to a ‘Specific Group’. However, please note that the Group we refer to here is the Agent Group. Likewise, as you’ve also mentioned this right, "Department" is an indication about the submitter’ origin. The submitter here can be an actual end user (Requester) raising the ticket or can be an Agent submitting a ticket as the requester of the ticket.

To elaborate more in terms of Freshservice, a “Department” consists of AllUsers. Users here refer to both Requesters and Agents and they can be manually added to a specific department under Admin → Departments.

Whereas, Groups can be created either as an Agent Group or a Requester Group. The difference is the obvious: only an Agent can be part of an Agent Group and only a Requester can be part of a Requester Group. You can create an Agent Group or a Requester Group by navigating to Admin → Groups → New.

Requester Groups come into picture only for certain configurable areas in Freshservice. For better understanding on how things are configured differently in Freshservice, you can view the below table:

Feel free to revert for any further assistance

Warm Regards,

Pranav B

Thanks a ton, Pranav. I was literally going crazy by the thought of why we need two module which basically does the same thing. But now as i have read the article now i can certainly understand the use case where we need to use department and requester groups.

Again thank you so much for sharing detail article.