# Group Management
# Group Management

Group creation and management require *Administrator* permissions.

1. Go to **Settings - Group Management.**
2. In the upper right corner, click on the **Create New** button.
3. Enter the group name.
4. If you want to exclude the group from all metric calculations (for example, if it's a test group or not related to support services, or Spam), then select the checkbox **Exclude from all metric calculations.**
 :::caution
In this case, all tickets from this group will not be counted in all metrics, statistics, and scorecards!
 :::
5. Click the **Save** button.

![](https://support.swarmica.com/attachments/P/F/PFltDSWiii16oUc7_a/Screenshot_2026-06-10_at_10.42.49.png)

# Editing a Group

After creation, you immediately go to the group editing window:

![](https://support.swarmica.com/attachments/I/d/Id2b2jwmIg8xuRnV_a/Screenshot_2026-06-10_at_10.44.50.png)

1. **Name** - change the group name.
2. **External ID** - a system field that is filled during group migration from another helpdesk. Leave it empty when creating a group.
3. **Operating Mode** - you can link the group's operating mode to a specific schedule for SLA counters tracking within this schedule only.
4. **Exclude from all metric calculations** - excludes all requests in the group from any analytics.
5. **Deleted** - indicates that the group has been deleted.
6. **Save** changes.
7. **Add employee** - start typing their name, select the desired user from the suggested list to add. The presence of users in a specific group allows you to разграничить work with tickets in the desired group, as well as group statistics by selected groups.