User Groups are, as the name suggest, ways of grouping together a number of users - specifically Service Agent type users. User Groups can be used for setting Permissions for a number service agents at various points in your business hierarchy, i.e. for certain Customers, their Contracts, Services or even down to specific Case & Ticket processes.
There are two routes through which you can maintain which users are in which groups:
1. Create / Edit a User Group
Navigate to the 'User Groups' section of User Management, create a new group and add one or more users into it. Once saved, the User group is ready to use with permissions linking.
2. Edit the user account settings
When creating or editing a User account, you can add them into one or more User Groups via their settings on the Access tab.
The LEVEL of access they have within that area is further controlled by the other settings within the Access tab, namely whether they can - in addition to being able to do the work - also assign and create work items.