What is a Zendesk group and how to create one

Agent Groups in Zendesk: A Quick Guide

This article outlines what agent groups are in Zendesk, how to create them and add agents, and how they are used throughout Zendesk. Groups are used to create collections of team members based on shared criteria. How you set up your groups depends on how you want to define your workflow and organise your agents.

Your template already comes with one Group (your default group) and all your agents will be added to this group when you add your agents unless you select otherwise.

What are Agent Groups?

• Groups collect team members together based on criteria those team members have in common.
  • For example:
    • The 'Level 1 Support Group' or the 'Finance Group'
• Groups can only contain team members; no end-users can be included.
• All agents must be assigned to at least one group but can be members of more than one.
• You might create groups by skill (for example, software or hardware) or to reflect the organisations they serve. For example, a group might serve only customers in a certain region or time zone.
• Tickets are assigned to agents underneath the relevant group.

Step-by-Step Instructions for Creating Groups and Adding Agents

Here are the steps to create a group and add agents:

1. Create a Group:
   • In Admin Centre, click People in the sidebar, then select Team > Groups.
   • Click Add group.
   • Enter a Group name.
   • Optionally, enter a Description.
   • (Enterprise only) If you want to make this group private, select Make it private. This can’t be undone. See About private ticket groups and how they work.
   • If you want to make this the default group for your account, select Set as default. All new team members will automatically be assigned to this group.
2. Add Group Members:
   • Under Add group members, click the plus sign (+) next to the name of the team member you want to add.
   • Alternatively, you can click Add all to add all team members in the list to the group.
   • To help find team members, you can search the list by team member name or email.
   • Continue to add team members as needed, then click Save.
3. If an admin has turned on solved ticket reassignment options, select an option to configure how a departing agent's solved tickets are reassigned. See Setting reassignment options for groups' solved tickets to learn more.

How Groups are Used Throughout Zendesk

Once you've created groups, you can use them in various ways to manage your ticket workflow and monitor Zendesk Support activity.

• Restricting Views: Create views and restrict them to only one group or certain groups.
• Macros: Create macros that assign new requests to a group or team member. Macros can also be restricted by group.
• Assigning Tickets with Triggers: Use conditions such as request type (ticket form) in a trigger to automatically assign requests to a group or team member.
• Reporting: Create and filter reports by groups.