Managing agent groups in the Zendesk Agent Workspace

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This article contains the following sections:

• About groups in the agent workspace
• Adding a new group to the agent workspace
• Viewing groups from the Chat dashboard

About groups in the agent workspace

Groups collect agents together, allowing administrators to manage agent ticket assignments and workspace conversations, as well as provide access to tools like views and macros, at the group level. Agents can be in more than one group at a time. It’s easy to change group members and assignments without messing with group settings.

As part of the migration to the Zendesk Agent Workspace, all agents are managed in Support groups, instead of Chat departments. All activities associated with adding, updating, and deleting groups of agents are controlled by Support settings. For more information, see Creating, managing, and using groups.

All other department-related settings, such as Operating hours, are on the Chat dashboard and the administrators can manage these settings from the dashboard. For more information, see Using the Chat dashboard with the Zendesk Agent Workspace.

Adding a new group to the agent workspace

To create a new collection of agents, you add a Support group, instead of a Chat department. Administrators can view and manage all groups from the Groups page in Admin Center.

To create a group

1. In Admin Center, click People in the sidebar, then select Team > Groups.
2. Click Add group.
3. Enter a group name and description.
4. Select the agents you want to add to the group.

   When you create a new group, you can see which agents have access to which products.

   

5. If you want this group to be the default group that all new agents are added to, select Make default group.
6. Click Create group.

Viewing groups from the Chat dashboard

When you create a new group in Support, you are able to see it, along with all the Support groups, listed in the Departments page in the Chat dashboard. You can see Chat agents within all your groups, and other Chat-specific settings, but you can’t add a new group.

Only Chat-enabled agents appear in the Chat agents column. Other types of agents who are assigned to a group do not appear in the Chat dashboard interface.

You can use this group as a Chat department, to set up Chat operating hours, triggers, and more. For other changes, like editing the group name, editing group description, or editing group members, you are redirected to Support.