Creating, managing, and using groups

team professional enterprise plans

As described in About organizations and groups , groups are used to create collections of agents. All agents must belong to at least one group, and they can belong to multiple groups.

Administrators on Team, Professional, and Enterprise can add and edit groups, agents cannot.

Note: Groups are not available on the Essential plan.

Creating groups

How you set up your groups depends on how you want to define your workflow and organize your agents. You might create groups by skill (software vs hardware) or to reflect the organizations they serve (for example, a support group might serve only customers in a certain region or time zone).

Administrators can create groups, agents cannot.

Community tip! Justin Graves shares his advice on what not to do with groups. Check out his tip in our community forums .

To create a group
  1. Click the Admin icon ( ) in the sidebar, then select People .
  2. Select Add group .
  3. Enter a group name.
  4. Select the agents you want to add to the group.
  5. Click Create group .

Administrators can view and manage all groups by selecting Groups on the People page.

You can also watch this short video.

Creating a Group (00:40)

Editing and deleting groups

In Edit groups, you can change a group's name and add or remove agents.

Groups can also be deleted (the delete command is available when editing a group). Deleting a group has implications of course. The agents you assigned to it will no longer be (since it doesn't exist anymore) and the group will be removed from any tickets it was assigned to. Any business rules you set up using the group you deleted will no longer function properly.

To edit a group:
  1. Click the Admin icon ( ) on the sidebar, then select People .
  2. Select groups to view all of your current groups.
  3. Select the edit link next to the group you want to edit.
  4. In Edit you can:
    1. Add agents or remove agents from groups by checking or un-checking the box next to their name.
    2. Change the group name by typing directly into the Group name bar
  5. Click the Update Group button to apply any changes.
To delete a group:
  1. Click the Admin icon ( ) on the sidebar, then select People .
  2. Select groups to view all of your current groups.
  3. Click the edit link next to the group you want to delete.
  4. Select Delete .
  5. A message will appear asking if you are sure you want to delete the group, select delete again to delete the group.
Note: If the group is set as any agent's default group, you cannot delete it. You must change their default group first. See Changing the default group for more information.

Adding agents to groups

After you create an agent you can add them to either pre-existing groups or assign them to new groups. For information on how to create a new agent please see, Adding end-users, agents, and administrators .

Adding agents to a group
  1. On an agent's profile page, click the Groups box.
  2. Select the group you want to add the agent to. A default group will automatically be assigned. See Changing the default group for information on how to change an agent's default group.
  3. Click Close .

Adding agents to a new group

  1. On an agent's profile page, click the Groups box.
  2. Hover over Create a new group .
  3. Type your new group name.

  4. Click the add icon next to the new group name.
  5. Your new group will be successfully created with the agent added.

Changing the default group

All of your agents will automatically be assigned to the first group you've created, but you can change individual agent's default group through their user profile. The default group is used when a ticket is assigned to the agent without a Group also being selected.
  1. Select the agent's profile page.
  2. Click the Groups field.
  3. A dialog will appear with all of your different groups. Your new default group must be selected. If a default group is selected, it will look like the Documentation group below.
  4. Click on the current Default group name to open the default group drop-down menu.
  5. Select the new default group from the Default group drop-down menu.
  6. Close Edit Groups.

Assigning tickets to groups

Agents can assign tickets (manually or via a macro) to any of the groups they belong to. Administrators can assign tickets to any group. If you would like your agent to be able to assign tickets to any group, you must click the Agent can assign ticket to any group checkbox when creating the agent.

Tickets can also be automatically assigned to groups using business rules (see Using groups in business rules below) and by enabling group mapping for an organization. Automatically assigning a group to an organization's tickets is a relationship you set up when creating or editing an organization. See Mapping a group to an organization .

Using groups in business rules

Groups can be used in automations, macros, and triggers. When creating automations and triggers you can use group as a criterion for making updates to tickets. Using a macro, you can assign a group to tickets as an action.

There are many reasons that you might include group in an automation or trigger. Here are several examples of how they are commonly used.

Example: Escalating tickets using group in an automation

In an automation, you can use group as a condition to escalate tickets for a specific group.

The Level 2 support team provides a higher level of service to their customers and promises to solve tickets quickly; this is their service level agreement. This automation helps them manage this commitment by reminding them if their tickets are not updated after 48 hours.

The actions in this automation set the priority to urgent and send an email to the ticket assignee as a reminder to update the ticket. For more information about creating automations, see Streamlining workflow with time-based events and automations .

Example: Notifying a group of a ticket assignment with a trigger

Perhaps the most common use of groups in a trigger is to notify a group when a ticket has been assigned to the group (it's one of the default triggers in Zendesk). You can take a look at this trigger in your Zendesk by following these steps:

  1. Click the Admin icon ( ) in the sidebar, then select Triggers .
  2. Locate the Notify group of assignment trigger and then select Edit .

This trigger fires when a group is assigned to a ticket. The change event could have been triggered manually by an agent or automatically by another business rule (automation or trigger).

The actions inform everyone in the group about the new ticket assignment. For more information about triggers, see Streamlining workflow with ticket updates and triggers .

Example: Assigning a group to a ticket using a trigger

Group can be used as a condition in a trigger, which allows you to filter incoming requests and assign them to the appropriate group.

In this example, the conditions are used to determine if the ticket is a sales inquiry.

The actions set the type to Question and then assign the ticket to the Sales group. This example also illustrates that you can extend the use of your Zendesk to other areas of your business, not just the support agents. For more information about triggers, see Streamlining workflow with ticket updates and triggers .

Creating views by group

Your groups can be used to create views. Here's an example.

Example: Creating a view of tickets by group

One of the default views in Zendesk shows you all the tickets that have been assigned to the groups you belong to. You can take a look at this view in your Zendesk by following these steps:

  1. Click the Admin icon ( ) in the sidebar, then select Views .
  2. In the Shared tab, locate the Unsolved tickets in your groups trigger and then select Edit .

This view displays unsolved tickets that are assigned to your groups. You could of course select one or more specific groups instead if you were to customize this view.

This is the result, formatted as a table. The tickets are listed by groups.

Have more questions? Submit a request

Comments

  • 0

    Do you have any functionality relating to badges? For example, if a person posts several different (good) responses to a forum which receive lots of votes of confidence, I would love to mark their profile with a special tag ("Expert", etc.) and include a little badge in their profile picture. Adding this tag automatically through a business rule, in addition to manually, would be ideal.

    Is any of this possible?

  • 0

    Ted, 

    We do not currently have that feature. Please feel free to make a new feature request here: https://support.zendesk.com/forums/1848-feature-requests. 

  • 0

    Your "Notifying a group of a ticket assignment with a trigger" example will not work - it does not nullify any of the automation conditions.

  • 0

    @Jason - It sounds like you may have tried to set it up as an automation. Try setting it up as a trigger instead. Those do not need a nullifying condition.  

  • 0

    @Joy - Sorry, I was referring to the wrong one. I was actually talking about "Example: Escalating tickets using group in an automation". None of the conditions in the automation are nullified, so it will not run.

    I am looking to do something very similar - sending the assigned agent a reminder email if a ticket in a certain group has not been updated in over 48hrs.

  • 0

    Is there a way to restrict or hide an agent so only certain people can assign tickets to them? Other than themselves, I just need the owner account to be able to assign them tickets.

  • 0

    Is it possible to group users and send specific emails to groups via zendesk? for example

    i have a new product that group 1 needs to know about is it possible to send to the group ?

  • 0

    I created the Group "IT" obviously for our IT dept. When a ticket is assigned to that group it cannot be solved. Error msg: "Assignee is required to solve". Is this a rule I can get around? Thanks 

  • 0

    @Dylan: If you create a trigger that sets your ticket to Closed instead of Solved you would be able to bypass this requirement. We have a trigger with the condition 'Tag contains at least one of the following Close_Me_Now' and the action 'Status Closed' for the situations, like spam tickets, in which we need to get the ticket out of our queue without altering agent stats. If your issue is that you need to assigne the ticket to someone, could the person solving the ticket not assign it to themselves and solve? Or do you have someone in your IT group that would be able to assign it to themselves? 

  • 0

    I cannot do this in the new interface. Period.  Just clicking on the link and nothing happening.

  • 0

    Hi Neil, let us know what you're trying to accomplish and maybe we can help you. When you click a link, something should happen. That doesn't sound right...

  • 0

    Neil, 

    You can definitely add a new group in new Zendesk. I see that you opened a ticket about this. Our support team will help you work this out. 

  • 1

    How can I allow an agent to assign a ticket to a group without the agent having to be a part of the group? My use case if I have Sales and Account Managers. Sales needs to be able to assign the Account Management team a ticket but then when a sales person does this the entire Sales and Account Management teams receive the ticket request. 

  • 0

    Hey Audrey,

    When you say that the entire Sales and Account Management teams receive the ticket request, do you mean that an email notification is sent to all of these people? If you are looking to turn of a notification, you can look at the ticket's event log to see what trigger is sending out your messages and then go to Manage > Business rules > Triggers and modify or deactivate the trigger.

  • 0

    I have a group where only one agent is a member of that group.

    When a trigger assigns a ticket to that one agent group, it will automatically assign the ticket to that agent. Is it possible not to automatically assign it to that agent and keep it in the group until that agent takes it?

  • 0

    Hi Dylan, 

    If a group has only one agent all tickets assigned to that group will automatically be assigned to that agent - it's not possible to change or work around this function. If this is impacting your workflow significantly you might consider adding another agent to the group (like an Admin or the Owner) who isn't likely to answer the tickets.

  • 1

    Hey guys,

    I'm also curious about Agent level Agents being able to assign tickets to other Groups that they are currently not in.  For example, we have 2 teams, Support and Repair.  I want the Agents in Support to only see the Support level "Views" and Tickets but I need them to be able to re-assign to Repair once the Support process is complete and vice versa.

  • 0

    Hello Brad,

    There is a workaround that would allow you to do this through the use of a macro, group and trigger. What you would need to do is create a transition group that both sets of these restricted agents have access to. Tickets will not remain in this group for longer than a few seconds so you do not need to worry about agents seeing each others tickets here.

    Next, create an escalation macro for each group that will add a specific tag, for example "Move_to_group_2", as well as setting the group as the transition group and removing the assignee.

    Finally, you'll need to create a trigger that will look for tickets in the transition group and assign them to a different group depending on their tag. You will need one trigger for each direction of assignment. A sample trigger would have the ALL conditions set to 'Group is [transition group]' 'Tags include at least one of the following Move_to_group_2' and 'Assignee -'. Under the actions you should have 'Group [group 2]' and 'Remove tags Move_to_group_2'.

    This will allow the system to escalate the tickets between your users while preventing the users themselves from seeing the actual tickets in each other's group. 

    I hope I was clear enough!

  • 0

    Hi Joe, 

    Great question! Your business rules will automatically update the group name in this scenario, so they'll continue to function with the updated wording.

  • 0

    Hi, I would like to know how to order the different groups in my "People"-> "Groups" interface by my own order.

    I´m searching for any option to reorder them without success. They order alphabetically.

    Thanks in advance.

     

  • 0

    Hi Pedro, 

    There's no way to change the order of how Groups are listed in the Admin > Manage > People page, I'm sorry. 

  • 0

    Is there a way to mask group members within the Assignee list? We want to use a triage process and when an agent assigns a ticket we want them to assign the ticket to a group (e.g. Level 3 Support) rather than an individual within that group. Obviously the Level 3 Support group needs to have members and those members need the ability to assign tickets to each other--we just want to force members of other groups to assign tickets at the group level by only displaying that value. How would oen do this?

  • 0

    Yes, each Group contains a default "member" who is the group name. This is not an agent but a ticket can be assigned to that "member". In views it will show the assignee as "-" which is technically correct as the ticket has not been assigned to an agent. 

    Your question though was how to force this to be used by other agents. This is not quite so easy and not possible out of the box. However a internet search for the string "group_control_app" may provide an answer. This private and unsupported apps claims to control which agents can assign to whom although I have never used it so I am not sure if it really will do what you want it to. 

  • 0

    Well I guess my real question is can I mask the group members in the assignee field? In other words I just want to list the group names and not the member. I see in some of the ticket form articles there is a group field that can be assigned to a ticket form? Can this be used in place of the assignee field?

     

  • 0

    Perhaps a different approach is needed. We use macros to move a ticket from one group to another. Using the macro (as below) will allow you to have total control. However you cannot hide the Assignee field so you would need to use education to say that this is the way to do things.

    Macro:

    Assign to 2nd Line

    Perform these actions:

    Ticket: Group       2nd line Support

    Ticket: Status    Open

  • 0

    You beat me to it Colin :)

    Macros are exactly how we move tickets from one group to another - they're easy and accurate, plus they can add tags, private comments anything the receiving group might need. 

  • 0

    Ok I'm not sure I'm being clear.. I don't want to automate assignment, I want to eliminate the possibility that an agent can choose who within a group to assign a ticket to. For instance, rather than expanding the group named Level 2 and choosing Bob, I want to force the agent to assign to the GROUP called Level 2. The easiest way to ensure this is to only display the Level 2 group in the Assignee field without the ability to expand. The agent may need to assign to other groups, so that is not the issue. The issue is they should not decide which individual to whom the tickets is assigned; this is done by the triage person for each group. THAT person reviews all tickets assigned to the group and they expand the list to assign to the individual.

  • 0

    You cannot do anything about the Assignee field. It is what it is so it cannot be changed.

    If you educate your agents that the way to move tickets between queues is with macros then you will get what you want. 

  • 0

    Ok can someone just simply answer this question. Can I or can I not choose to display just the Group name in the assignee field? Telling me what is doesn't help because I don't know what is. I only know what I currently see.  In the help guide the ticket form references two different fields. group and assignee as below.. If I cannot limit the ability to expand the group name to show and select individual members can I add the group field as a distinct field and use that to assign a ticket or not?

     

    **Group **A support group can be assigned to a ticket. By selecting a group, you also

    determine which of your agents can be assigned to the ticket. For example, if

    you select the Level 2 support group, you can then only assign an agent that is a

    member of that group.

    **Assignee **Required. The assignee is the agent assigned to the ticket. The assigned agent can

    be changed at any time. If you also assign a group to the ticket, this determines

    what agents can be assigned to the ticket.

  • 0

    Xenia, 

    You cannot hide information in the Assignee field. 

    We recommended using a macro because that's a simple way to only set a Group and not a specific assignee within the group. It also eliminates the chance for error on an agent's part.

    An assignee is only required when solving a ticket. Until a ticket is solved it can be unassigned, or assigned to just a group. 

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