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Learn how to manage groups to organize users by structure, language, or skills. Create, edit, and delete groups, add users in bulk, and archive or restore groups as needed. Use groups in dashboards and conversation filters to analyze team performance and find insightful conversations.

Location: Zendesk QA > Dashboard > Users, bots, and workspaces

This article describes how users with the roles of Account Manager, Workspace Manager, and Lead can set up and use groups in Zendesk QA to organize users based on organizational structure, language, or skill sets.

This article contains the following topics:

  • Creating groups
  • Editing groups
  • Adding users to a group in bulk
  • Archiving groups
  • Deleting groups
  • Restoring groups
  • Viewing groups in dashboards
  • Viewing groups using conversation filters

Related articles

  • Managing users in Zendesk QA
  • Managing workspace members in Zendesk QA

Creating groups

To organize users by organizational structure, language, skill sets, or other criteria, create a new group.

To create a new group
  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Groups.

  4. Click Create group.
  5. Enter a Group name.

    Note that all group names need to be unique.

  6. Add Group members.

    Start typing the user’s name or email to autocomplete and select it from the drop-down menu.

  7. Click Create group.

Editing groups

Editing groups allows you to modify group names, adjust roles, add new members, or remove them by clicking the X.

To edit an existing group
  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Groups.
  4. Click the name of the group you want to edit.
  5. Make your changes.

  6. Click Save changes.

Adding users to a group in bulk

Users with Admin, Account Manager, and Workspace Manager roles have access to the Users page for managing account and workspace users, allowing them to perform bulk actions such as adding and removing users from groups.

Archiving groups

You can archive a group to make it no longer visible, with the option to restore it later.

To archive a group
  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Groups.
  4. Next to the group you want to archive, click the options menu () and select Archive.

    The group is moved to the Archived tab and can be restored if needed.

Deleting groups

You can also permanently delete a group.

To delete a group
  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Groups.
  4. Next to the group you want to delete, click the options menu () and select Delete.

  5. In the confirmation dialog click Delete group.

Restoring groups

Archived groups can be restored and moved to the Active tab again.

To activate an archived group
  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Groups.
  4. Click Archived.
  5. Next to the group you want to reactivate click Restore.

Viewing groups in dashboards

Using groups helps you understand how your teams compare to each other or to the organization as a whole.

The filtering logic begins with the Workspace filter. When specific workspaces are selected, only groups related to users from those workspaces will be displayed.

Groups are available in the following dashboards:

  • Reviews
  • AutoQA
  • Surveys
  • Disputes
  • Categories

Viewing groups using conversation filters

You can use groups in your conversations filters to find more insightful conversations to review.

Group selection is available in the following filter categories:

  • Conversation groups
  • Assignee
  • Public participant
  • Participant
  • Reviewee
  • Reviewed by

When you select a group under Conversations, the filter identifies users from that group and displays conversations where any of these users have been an assignee, reviewee, or participant.

You can choose between predefined groups created by Zendesk QA (Signed-in person, Workspace members, and Former workspace members) and your custom groups.

Zendesk QA groups are dynamic—when users are added or removed, the filter results update automatically.

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