manage_agent_group
Create, update, retrieve, or list agent groups in Freshservice. Manage group details, assign agents, and configure auto-assignment and escalation.
Instructions
Manage agent groups.
Args:
action: 'create', 'update', 'get', 'list'
group_id: Required for get, update
name: Group name (create — MANDATORY)
description: Group description
agent_ids: List of agent IDs in the group
auto_ticket_assign: Auto-assign tickets
escalate_to: Agent ID for escalation
unassigned_for: Duration before escalation (e.g. '30m', '1h')
group_fields: Generic fields dict (update — alternative to explicit params)
Input Schema
TableJSON Schema
| Name | Required | Description | Default |
|---|---|---|---|
| name | No | ||
| action | Yes | ||
| group_id | No | ||
| agent_ids | No | ||
| description | No | ||
| escalate_to | No | ||
| group_fields | No | ||
| unassigned_for | No | ||
| auto_ticket_assign | No |
Output Schema
TableJSON Schema
| Name | Required | Description | Default |
|---|---|---|---|
| result | Yes |