Thank you for reaching out to Community!
As per the details you provided, I understood that you would like to create a group and assign tickets to the group instead of only one agent.
If that's the case, on Jira Service Desk projects, the same as Software and Business, currently it's possible to assign issues only to one person and then share the ticket with other people by adding them as watchers, participants or share with an organization (both participants and organizations are only for external customers and watchers for internal users).
There is a feature request suggesting the implementation of this ability:
Please, click on vote and watch to receive updates about the feature.
If you mean by just grouping them in groups on a project, this is currently only possible for Customers where we can group them in Organizations.
Users can only be added in groups by site-admins on Administration > Groups and then it's possible to add a group to a role in the Project settings > People.
If none of this is the case, please let us know more details about what you need for us to check here if it's possible.
Hello Insight users, As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you! ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event