Creating and using groups

Groups inside a workspace, for splitting the reporting without also splitting the standard itself. Your Support groups arrive here on their own.

Groups inside a workspace, for splitting the reporting without also splitting the standard itself. Your Support groups arrive here on their own.

Create one

1. Click your profile icon and choose Users, bots, and workspaces, then click Groups in the side menu.
2. Click Create group and give it a name. The name has to be unique.
3. Start typing a colleague's name or email address and pick them from the drop-down. Repeat for each member.
4. Use the group as a filter on the dashboard and on conversations, and to set up assignments.

Admins, account managers, workspace managers and leads can create and manage groups. From the Users page, admins and workspace managers can also add or remove several people at once.

Membership changes reach the filters immediately: add somebody to a group and the filtered results update by themselves, with nothing to rebuild.

Groups you did not create

The list holds groups nobody made in Zendesk QA. Groups created in Zendesk Support sync into Zendesk QA on their own, private ticket groups excepted. That sync runs one way only: a group you create here stays here and never turns up in Support.

So your Support structure arrives ready-made, and the groups worth adding by hand are the ones that structure does not already give you.

Why a group rather than a workspace

A group keeps everybody on the same scorecard. That means their scores are comparable, which is exactly what separate workspaces give up.

Use a group when you want to see teams separately; use a workspace only when the standard itself differs.

The common case

Two shifts, or two locations, doing the same work to the same standard. A lead wants to see their own people; the organisation wants one consistent measure.

Groups give you both.

Assignment can follow groups

Reviews distributed so each group's reviewer handles their own people. Useful, and worth checking that no group ends up with nobody reviewing it.

When a group stops being useful

Hiding it takes it out of the filters and out of assignments in Zendesk QA, and changes nothing in Admin Center: a synced Support group carries on doing its work there, it just stops cluttering the lists here.

Archiving keeps the data and also removes the group from filters and assignments, and it can be undone. Restore it whenever you like and it moves back to the Active tab. When a shift ends or a team is folded into another, that is the option to reach for, because the reversible one costs you nothing if you are wrong.

Admins, workspace managers and leads can hide, show, edit, archive and restore groups.

Keep membership current

People move between shifts and teams. A group that has not been updated splits the reporting along lines that no longer exist.

Do not build one per person

Groups exist to compare sets of people. A group of one is a filter, and the reporting already lets you filter by agent.

See also

• Managing workspace members
• What a workspace is in Zendesk QA
• Editing and managing filters