| Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus |
| Support | Team, Professional, or Enterprise |
Groups are used to create collections of team members based on criteria those team members have in common.
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 (for example, software or hardware) or to reflect the organizations they serve. For example, a group might serve only customers in a certain region or time zone.
To learn more about groups, check out Justin Grave's advice in our community forums on what not to do with groups or watch this short video.
You must be an admin or an agent in a custom role with permission to create groups.
- In Admin Center, click
People in the sidebar, then select Team > Groups. - Click Add group.
- Enter a Group name.
- Optionally, enter a Description.
- (Enterprise only) If you want to make this group private, select Make it private. This can’t be undone. See Creating private ticket groups.
- If you want to make this the default group for your account, select Set as
default.All new team members will automatically be assigned to this group.Note: Your account’s default group and a team member’s default group are two separate types of defaults. To learn more about this distinction, see Changing the default group for your account or team member.
- Under Add group members, click the plus sign (
) next to the name of the team member you want to add.Alternatively, you can click Add all to add all team members in the list to the group.
To help find team members, you can search the list by team member name or email.
- Continue to add team members as needed, then click Save.
- If an admin has turned on solved ticket reassignment options, select an option to
configure how a departing agent's solved tickets are reassigned.
See Setting reassignment options for groups' solved tickets to learn more.
The new group is created.
31 comments
Christine Diego
Olá Administrador,
Não há limite conhecido ou número máximo de grupos ou associações de grupos no nível da conta. No entanto, você começará a ter problemas de carregamento e desempenho se um único usuário tiver mais de 1.000 associações a grupos.
0
Aktie Projeto
Quantos grupos é possível criar por suite Zendesk?
0
Heather Rommel
Hi Jonathan Cilley,
I wish there was a way to do Parent Groups but unfortunately not. What I've done in the past is create a custom field called for Parent Group and used a series of triggers to set that field on every ticket so that I can use that field in Explore and View rather than having to add conditions for each group manually.
1
Jonathan Cilley
Good afternoon,
Is there any way to create a "parent" group and have sub-groups under that? The reason I ask is that we have facilities, HR, and other players in the system along with our IT team. IT has multiple sub-groups that would belong to the IT parent group if this were possible.
This would make some of our conditional logic in views easier to manage.
Thanks!
Jonathan
1
Dane
It's not possible to select two groups for the organization. What I can think of is just to designate a custom field that will serve as an identifier for your triggers so that it can be routed to the correct group.
For example, you are using a ticket form. Once of the custom field pertains to the specific product line. You can use it as a condition on your triggers to set the group automatically.
0
System Administrator
Question about Organizations and Groups. Is there anyway to put an organization into 2 groups? Our use case right now is we have 4 Brands. Our clients are mostly college's. Our 4 brands are our different product lines. But I am trying to keep the support teams separate for now. If I have a College (client) ABC University and that organization is buying two different product lines, but there is one end user that is a end user for both product lines, is there anyway to define that.
0
Dave Dyson
Thanks for the clarification – there are a couple of ways to bulk update users, via CSV upload or via the API. For more information, see How can I bulk update users?
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Jacquelyn Kinman
Hi Dave!
Thank you for the insight. I may have worded my question incorrectly here. But I guess what I am trying to do is do a mass update to user accounts so all of my users have their correct time zone in their account set up.
Is there any way to make an admin-level change that is acceptable to everyone? For instance, maybe there’s a setting to display local user time zone for all users? I have only seen options to individually, user by user, change the time zone. The only reason I wonder about that is because if we make the change, we know everybody gets it; if we send out individual instructions, guaranteed there are some users who’ll never do it.
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Dave Dyson
Welcome! You could create a trigger that assigns newly-created tickets (using the Ticket is: Created criteria) from users from specified time zones (using the Requester: Time Zone criteria) a particular Group. Here's more information on those trigger criteria: Trigger conditions and actions reference. If you're new to triggers, see About triggers and how they work for more information. Hope that helps!
0
Jacquelyn Kinman
Is there a feature to create a group to automatically assign them to the right time zone in their account?
0
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