Grouping your agents by departments, products and separate categories let you compartmentalize and manage your support team better. Once you do, you can easily assign incoming tickets to the right group and share canned responses and automations specific to them. You can even control access permissions of agents to just view and manage tickets in their group.
Quick Guide to creating a new Group:
Select the New Group option from Admin--> Group icon
Enter a group name and agents to be added to the group
Enter a description to add more context to other admins and agents
Optionally set escalation email rules to a specific agent if tickets in this group remain unassigned for a specific time interval
Hit Save once you are done