Configure reusable email recipient groups

Updated Monday, October 26, 2026 · Marc Staine

Email groups expand one recognizable group address into several recipient addresses. Use them for repeatable internal or customer communication when agents need to choose the same recipients consistently.

Applies to: Supportbench Core. Location: Settings → Email configuration → Email groups. Access and available controls depend on your role and account capabilities.

Before you begin

You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

Create or open a group and set its name, address and description.
Add the intended recipient addresses in delivery order.
Save and reopen the group to check membership.
Use its address in a controlled To, CC or BCC test and inspect expanded recipients before sending.

Settings reference

Group fields

Setting	What it controls	How to choose
Name	Short name used to recognize the group.	Name the operational purpose rather than individual members.
Email	Group address entered in To, CC or BCC to expand the group.	Choose a distinctive address and teach agents when to use it.
Description	Explanation of when the group is appropriate.	Record the audience and intended communication type.
Emails within group	Recipient addresses in delivery order. An empty group is allowed.	Review every member before using the group for a message.
Contacts (list column)	Displays the group’s recipient addresses in the list. Membership is edited in Emails within group.	Inspect the displayed addresses after saving.

Recommended use

Membership changes affect future recipient expansion; review the group before sensitive communication.
An empty group is valid configuration but provides no recipients to expand.

Worked example

Create a group for an internal escalation team.
Add the current team mailbox addresses and a description of appropriate use.
Select the group in a draft escalation email and verify the expanded recipient list.

Troubleshooting

Problem	What to check
The item is missing from a picker.	Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.	Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.	A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.

Email configuration → Configure reply addresses and signatures
Configuration → Configure agent messages and notifications

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