Creating and using groups

Groups inside a workspace, for splitting the reporting without also splitting the standard itself.

Groups inside a workspace, for splitting the reporting without also splitting the standard itself.

Create one

1. Open the workspace.
2. Create a group and name it.
3. Add members.
4. Use it to filter reporting and assignment.

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.

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