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The Groups page in Zendesk Admin Center provides a central place to see, create, and manage all of your groups.
Groups are collections of your team members. You can create and manage groups to collect team members together based on criteria they have in common.
From the Groups page you can create new groups, manage existing groups, add and remove team members from a group, and set a default group for your account.
Accessing the Groups page
The Groups page is in Zendesk Admin Center.
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In Admin Center, click
People in the sidebar, then select Team > Groups.
The Groups page opens and displays a list of all your groups, the number of team members in each group, and the groups’ descriptions (if available).
Groups are ordered by the most recently updated or created group by default. You can sort your groups by group name or number of members in either ascending or descending order.
16 comments
Polina Yelkina
Hello! Is it possible to add a filter by custom groups in a dashboard? For example I have a separate group for all agents of our outsourcing partner and I want create a separate dashboard for them so that they can see their stats but not stats of other custom groups. thanks
3
Evan F
If we are building out our Organizations groups, can we just allow groups to see only what that group has assigned to it. For instance we want the default group to be the catch all but assign tickets to groups based on their roles. IE website support not seeing customer return's tickets, and subsequently base the reporting off the individual groups?
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Emily
Hi, the first section on how to access the groups page is incorrect. The instructions say:
To open the groups page
But this brings you to the team members page. I beleive the instructions should say:
0
Elizabeth Williams
0
Ronald
My groups page looks different as of about a week ago. It's no longer ordered alphabetically but rather kind of reverse alphabetically with the exception of two groups whose positions in the list appears to be random. I also don't have the ability to re-order this page. I'm hoping the are more updates coming for this page. 🙏
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Colleen Hall
Hi Ronald,
Zendesk introduced an update to the Groups page last week. Groups are ordered by the most recently updated or created group. Please see the announcement for more information and follow along as we continue to make improvements!
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Ronald
Thanks Colleen!
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Jessica Strozyk
Are there more updates coming to this page? The order by most recent update is not working for me. We have many groups and it is really hard to find the ones I'm looking for when I cannot order them alphabetically.
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Colleen Hall
Hi Jessica Strozyk and Ronald,
I'm happy to share that the Groups page was updated earlier this week and you can now sort your groups by group name or the number of group members!
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Derek Feswick
It appears that if a person belongs to our US group and receives a chat, they are not able to transfer it to a member of another group (say, the Canadian Group) - the chat is cut off and the interaction comes to a close. Is this the expected behaviour? Can we not hand off chats between groups?
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Dane
If you are using Messaging, this should allow for a continuous conversation. It's also possible to transfer in live chat just make sure the department/group is enabled for it if you are using Agent Workspace.
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David Stevenson
I'm trying to use the Field Manager app (awful) as a replacement for Tag Locker (lovely). I need group ids to make Field Manager work, where can I find these please?
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Mike DR
We have an article about this: How can I retrieve the group ID in Support?
You can also get those via API by using this API endpoint: your_subdomain.zendesk.com/api/v2/groups
Developer article for reference: List groups API
0
Shannon Hayes
Hi,
Is there a way to create a custom data filter (ie ticket group)? I have groups that are for my customer service team and some for my internal teams. I have created a dashboard to view productivity, however both teams can filter other groups and see stats that they dont need to?
Thanks!
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James G
Are you referring to Zendesk Explore dashboards? If so, yes this possible! However, it does depend on the type of dashboard you're working with.
If you're using the classic dashboard, I recommend creating separate dashboards for each team and then filtering them accordingly. You can also add a bookmark widget to ensure that each team sees their specific data every time they access the dashboard.
On the other hand, if you're using the new dashboard BETA, you can explore the option of dynamically adapting dashboard data based on the viewer. You can find more information on this feature here - Dynamically adapting dashboard data based on viewer
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Brittany Loy
It is possible to export the groups?
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