Group and manage related requests

Use Group Requests when several requests need the same answer, the same assignee, or the same outcome. You group them once and then reply, assign, change priority, resolve, or snooze across all of them from a single overlay, while each requester keeps their own private conversation.

Prerequisites

An admin or agent role with permission to act on the requests you want to group.
The requests already exist in your inbox or in `Views → All`. You group existing requests, you do not create a group from scratch.
No plan gating or extra configuration. Grouping is available to every workspace.

Group existing requests from the list

Open any view that shows the requests you want to combine, for example `Views → My open` or `Views → Unassigned`.
Select the requests using the row checkboxes. You can select across pages with `Select all`.
In the bulk action bar at the bottom of the list, click `Group`.
Name and confirm the group. Siit creates a Group Request and the selected rows collapse into a single stacked row labelled with the `Group request` channel.

💡 The group inherits the most recent activity time across its children, so it lands wherever the most active request would have landed in the list.

Add a request to an existing group

You can add a new request to a group at any time, either from a single request or from the list.
From a request: open the request, click the `...` menu in the sidebar, then `Add to group` and pick the target group.
From the list: select one or more requests and click `Add to group` in the bulk action bar, then pick the target group.

Open the group and read the timeline

Click the stacked row in the list to open the Group Request overlay. The overlay shows:

A combined timeline of every group event from every child, in chronological order.
The list of child requests on the side, with each requester, ID, title, status, service and priority.
A detailed list of every requester.

The overlay looks distinct from a standard request conversation on purpose, because what you type here will reach several requesters at once.

Reply or add a note to the whole group

Use the composer at the bottom of the group overlay the same way you would on a single request.

Write your reply, or switch to `Note` for an agent-only message.
Use requester variables, message templates, mentions, and attachments as usual.
Send. Siit broadcasts the message to every child request, and each requester sees a normal one-to-one message in their channel.

Each requester only ever sees their own thread. The grouping is invisible to them, so write the message as if you were answering one person.

If a child cannot receive the broadcast (for example, the channel is no longer reachable), Siit will show the list of children that received the message.

Apply key actions to the whole group

From the group sidebar, change any of the following and Siit applies the change to every child at once:

Status: update status for every child.
Assignee: reassigns every child to the chosen agent or inbox.
Service: moves every child to the chosen service.
Priority: sets the same priority on every child.
Followers: add or remove anyone as follower of every child.
Tags: add tags to every child.
Snooze: snoozes every child until the chosen date.
Read: read all child at once.

Each change appears on every child's timeline as a normal event, with the same audit trail you would see on a single request.

🙋‍♂️FAQ

Can a requester see that their request is grouped?

No. Each requester sees a standard one-to-one conversation on Slack, Microsoft Teams, the portal, or email. The group is admin-only.

What happens to SLAs on children inside a group?

Each child keeps its own SLA clock and its own pause and resume behavior. Grouping does not pause or merge SLAs.

Can I bulk-select Group Requests from the table to run more bulk actions?

Yes. You can tick the group row in the list like any other row, and mix it with ungrouped requests in the same bulk action. The action applies to every child of the group, even children that do not match the current view's filters. See step 7.

You cannot select children individually from the list, because they sit inside the group row. To act on a single child without affecting the others, open the child overlay from the group and run the action there.

What if children have different assignees, priorities, or services before I group them?

Siit keeps each child's current values until you change the assignee, priority, or service on the group. The group surfaces a mixed-state indicator so you know the values diverge before you align them.

Can I group requests across different inboxes or services?

Yes. The group is a coordination layer, not a routing rule. The children keep their inbox or service membership unless you change it from the group.

Can I request approval on a whole group?

No. Approvals stay on individual children. If a request inside a group needs a sign-off, open that child from the group and start the approval there. The group composer does not broadcast approval requests.

Does the group appear in views and filters?

Yes. Any view that would have matched at least one child shows the group. Filters like priority, assignee, service, and tag treat the group as a match if any child matches. The child requests themselves no longer appear individually as long as they are grouped.

What to do next

- Set up message templates in `Settings → Templates` so you can broadcast standard replies across a group in one click. See Create and manage message template
- Save a Grouped view by filtering on the `Group request` channel in `Views → All. See Manage your views