In Claimlane’s Ticket Inbox, groups are sub-views within the ticket inbox that are used to split tickets by team, department, or responsibility area. This allows different teams, such as customer service, warehouse, finance, or quality, to work on tickets in parallel without interfering with each other.
Each group can have its own set of statuses that reflect how that team handles tickets as part of the overall workflow. Access can be limited so users only see tickets in the groups they are assigned to, or all groups can be visible in smaller teams. Groups can also be used to separate work by office, country, or other internal structures, and can be removed entirely if a simpler setup is preferred.