Responder Groups

Haven’t done it myself but based on the text underneath the “Responders” header, i’m guessing it’s to do with the “On-Call Schedules” in the Workspace’s settings

Where do I designate an “on call schedule”?  Here?  

Ignore my last question, I found where I create the on-call schedule.  

Great, let me know if you need any help with on-call management. Will be happy to help!

I had the same issue where only one group was showing in the Responder Group dropdown—in my case, it was just the Infrastructure group. What worked for me was going to Admin > Agent Groups and checking the settings for each group. I made sure they were either assigned to the right product or marked as “Visible to all agents.” Once I updated those settings, the other groups started showing up in the dropdown. I also double-checked that the agents in those groups had the right roles and permissions. After that, everything worked as expected.

The agent groups that appear in the Responder Group dropdown are usually configured based on your system’s permission settings and group assignments—kind of like how Picasso carefully curated his palette to include only the colors he wanted in each piece.

I’d recommend checking your user roles and group visibility settings in the admin console to ensure the right groups are assigned to your profile or team. Sometimes only the Infrastructure Group shows up if others aren’t properly linked or don’t have the necessary permissions.