GRM teams and tags#

This guide is for implementers organizing GRM staff into teams and creating tag taxonomies for ticket classification.

Teams#

Team configuration#

Field

What it means

Team Name

Label for the team (e.g., "Regional Helpdesk")

Team Manager

Team leader responsible for oversight

Members

Staff who handle tickets

Areas Responsible

Geographic areas this team covers (optional)

The system tracks per team:

  • Ticket Count - Total tickets assigned

  • Open Tickets - Currently unresolved tickets

GRM teams list showing team name and manager

GRM teams list showing team name and manager.#

Setting up teams#

  1. Navigate to Helpdesk > Configuration > Teams

  2. Click Create

  3. Enter the Team Name and select a Manager

  4. Add Members from the user list

  5. Optionally assign Areas for geographic routing

  6. Save

Team routing patterns#

Pattern

How it works

Best for

By category

Set Default Team on each category

Topic-based routing

By area

Assign areas to teams

Regional helpdesks

Manual

Supervisor assigns tickets

Small teams

Tags#

Tags provide flexible, cross-cutting labels for tickets beyond the category hierarchy.

Tag configuration#

Field

What it means

Name

Tag label (e.g., "Urgent follow-up", "Repeat complaint")

Color

Visual color in the UI
GRM ticket tags list showing tag names and colors

GRM ticket tags list showing tag names and colors.#

Setting up tags#

  1. Navigate to Helpdesk > Configuration > Tags

  2. Click Create

  3. Enter the Name and select a Color

  4. Save

Common tag patterns#

Tag

Purpose

Repeat complaint

Beneficiary has complained about this before

VIP/Official

Complaint from government official or partner

Media attention

Issue has media visibility

Systemic issue

Complaint reflects a broader system problem

Quick resolution

Can be resolved immediately

Requires field visit

Needs on-site verification

Tags help with:

  • Filtering tickets for specific workflows

  • Reporting on complaint patterns

  • Flagging tickets that need special attention

Are You Stuck?#

Can a ticket belong to multiple teams?

No. Each ticket is assigned to one team at a time. To transfer a ticket, change the team assignment.

Team members don't see tickets?

Check that team members have the appropriate user permissions to access the Helpdesk menu. Also verify the ticket is assigned to their team.

How do I auto-assign tickets by area?

Set up teams with Areas Responsible. When a ticket is created for a registrant in a specific area, it can route to the team covering that area.

Tags vs. categories - when to use which?

Categories are the primary classification (hierarchical, one per ticket, drives SLA and routing). Tags are supplementary labels (flat, multiple per ticket, for filtering and reporting).

Next steps#