Managing groups in Zendesk QA

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

This article describes how people with the roles 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 sections:

• Setting up groups
• Using groups in dashboard filters
• Using groups in conversation list filters
• Adding users to groups in bulk

Setting up groups

To set up groups, navigate to Settings > Users and Workspaces > Groups.

To create a group

1. Click Create Group.
   Note that all group names need to be unique.
2. Add a Group name.
3. Add Group members.
4. Click Create group.

Adding users to a group in bulk

This feature enables you to quickly manage group assignments for users.

To add users to groups in bulk

1. Go to Settings > Users and Workspaces > Users.
2. Select multiple users by checking the checkbox in front of the row, then click Edit details.
3. Select which groups you want to Add these users to or Remove these users from.
4. Save your changes.

Modifying, archiving, and deleting groups

To edit a group

1. Click the group name in the Groups list.
2. Make the required changes, such as adding or removing members, changing the group name, and assigning group roles (Member or Lead), then Save changes.

To archive or delete a group

1. Click the More actions dots next to the group name on the Groups screen.
2. Choose Archive or Delete.
   Note that you can restore an archived group by going to the Archived tab then clicking Restore.
3. If you chose Delete, a pop-up will ask if you want to permanently delete the group. Choose Delete group or Cancel.
4. For the group you want to adjust, click the More actions dots to the right of the group then
5. Add or remove members across Workspaces
6. Modify, rename, archive, and delete groups
7. Set a user as a group lead (currently, this has no additional functionality and is not available for SCIM users)
8. Add users to groups in bulk

Hiding SCIM user groups from Zendesk QA

If you manage your Zendesk QA users through a SCIM connection, you can determine whether the group is visible across Zendesk QA or only for managing Workspace permissions. Click on the Only manage workspace permissions checkbox to hide the group.

Using groups in dashboard filters

Using groups can help you understand how your teams compare against each other or the organization as a whole.

The filtering logic starts from the Workspace filter, meaning that when specific workspaces have been selected, you will see only groups related to the users from these workspaces.

Groups are available in the:

• Overview dashboard

• Surveys dashboard

• Categories dashboard

• Disputes dashboard

Using groups in conversation list filters

You can use groups in your Conversations list filter (see Filtering conversations) 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

Selecting a group under Conversations will find users from that group and finds conversations where one of these users has been an assignee, reviewee, or participant.

All groups are displayed in the Users dropdown, together with the predefined groups created by Zendesk QA (e.g. Logged in person, Workspace members) and the overall user list.

Additionally, Zendesk QA groups are dynamic – when users are removed or added to the group, the filter results are updated automatically.