What is the difference between groups and departments?

Question

What is the difference between groups and departments?

Answer

Groups and departments are used the same way but, they are terminologies used on different Zendesk products. Groups are used in Zendesk Support while departments are used in Zendesk Chat.

Both departments and groups are used to collect agents together based on criteria those agents have in common. 

For more information about groups, see the following articles:

• About organizations and groups
• Creating, managing, and using groups

For more information about departments, see the following articles:

• Automatically route chats to departments
• Setting up Zendesk Chat for complex business needs