Creating, managing, and using groups Follow

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 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. 

Note: Deleted groups are still available in reporting and on closed tickets.
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.
  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

Administrators can assign tickets to any group. Agents with the proper permissions can assign tickets, manually or via a macro, to any of the groups they belong to if they have the appropriate permissions, or if the administrator has enabled group reassignment in their ticket settings:

For Team and Professional, set Access to Tickets in agent's groups in the agent's profile. For Enterprise, select Agent can assign ticket to any group in the custom role for 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). You can take a look at this trigger 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 Creating and managing 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 Zendesk Support to other areas of your business, not just the Support agents. For more information about triggers, see Creating and managing 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 shows you all the tickets that have been assigned to the groups you belong to. You can take a look at this view 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.

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Comments

  • 0

    Is there a way to hide Groups so users can only assign tickets to a sub-set of groups? We are growing in leaps and bounds and the number of groups is getting large, so in order to streamline the options for certain agents it would be great to be able to tie certain groups together so that they see each other but not all of the other groups in our instance.

  • 0

    Hi Emily - Check out the Assignment Control App.  It won't do everything you are wanting but it will hide groups from other groups.  I use it and it works very well.

  • 0

    I am missing the option "Agent can assign ticket to any group" ... Is that option replaced by something else?

    Thanks

  • 0

    Kris

    On the Enterprise Plan, the 'assign ticket to any group' is set in the Agent Role. It only displays when an Agent has access to all tickets within their groups.

    For other ticket options, it does not apply.

    I am not sure if it displays on other plans.

  • 0

    Hi

    I don't see that option in pro-plan.

    Thanks for your answer

  • 0

    Is there a way to hide certain groups? For instance I have 3 groups:

    1. Admin group
    2. Approval group
    3. Deployment group

    My agents are able to reassign tickets to other groups, however I don't want them to be able to reassign tickets to the admin group.

    Is this possible, and if so how do I do this?

    I know you can give access to certain groups, however I don't want the deployment team to be able to see the tickets within the approval team.

    Thanks in advance!

     

    Edited by Max Mulsch
  • 0

    Nevermind, I've figured it out. I just need to create new views for certain groups.

  • 0

    @Max - If you want to completely hide the Admin Group from the other groups then you need to install the "Assignment Control" app from the MarketPlace.  Its under the "Zendesk Labs".  We use this so our Help Center team can't forward tickets to our Web Development Team.  It should work perfectly for your scenario. 

  • 0

    Hi guys,

    I want to escalate a ticket to another group / assignee. My question is, how will the original agent (who re-assigned the ticket) get notified with any new public comments on the ticket?

    For example, I handle Frontline Support. I re-assigned my ticket to another team for verification of the issue. While that other team / assignee is investigating, the client sends a response that I need to respond to. The new assignee is not supposed to respond.

    Is there a way for me to still get notified with updates on that ticket? So I can still respond when needed.

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