Use of groups

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  • Fran
    Zendesk Customer Care
    Hi Paloma!

    There are lots of use cases for groups that you can take advantage of. To refer the example you've provided, bear in mind that assigning a ticket to a group and a ticket that is displayed under a particular view are two different things. 

    For more information on groups (possible workflows, user segmentation, limiting ticket visibility for certain agents, reporting...), I suggest reviewing the following articles:

    About organizations and groups
    Using groups

    Hope this helps!

    Best regards,
    Fran
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