Security profiles allow you to control exactly which tickets an agent can view.
You can create a security profile based on the following attributes:
You can mix and match attributes using and/or combinations. For example you can create a security profile for PRIORITY 1 tickets that are also NEW. Or you can create a security profile for tickets with VIP status that belong to just a particular user group.
Once you have created a security profile, you can assign them to one or more agents. Then, when those agents log in, they will only see the tickets that match the criteria in the security profile that they have been assigned.
User groups allow you to group users so that they can be used as attributes in your agent security profiles.
To use USER GROUPS, you need to create the groups and then assign them to users.
To create user groups, just go to the WordPress USERS menu option and click on TICKET USER GROUPS
To assign a group to user, just edit the User’s WordPress profile and locate the GROUPS field. Then just select one or more groups (you can select multiple groups from the list by holding down the CTRL key and then clicking on your selections).