The Groups page in Zendesk Admin Center provides a central place to see, create, and manage all of your groups.
Groupsare collections of your team members. You can create and manage groups to collect team members together based on criteria they have in common.
From the Groups page you cancreate new groups,manage existing groups,add and remove team members from a group, andset a default group for your account.
Accessing the Groups page
The Groups page is in Zendesk Admin Center.
- InAdmin Center, click
Peoplein the sidebar, then selectTeam > Groups.The Groups page opens and displays a list of all your groups, the number of team members in each group, and the groups’ descriptions (if available).
Groups are ordered by the most recently updated or created group by default. You can sort your groups by group name or number of members in either ascending or descending order.
11 Comments
Hello! Is it possible to add a filter by custom groups in a dashboard? For example I have a separate group for all agents of our outsourcing partner and I want create a separate dashboard for them so that they can see their stats but not stats of other custom groups. thanks
If we are building out our Organizations groups, can we just allow groups to see only what that group has assigned to it. For instance we want the default group to be the catch all but assign tickets to groups based on their roles. IE website support not seeing customer return's tickets, and subsequently base the reporting off the individual groups?
Hi, the first section on how to access the groups page is incorrect. The instructions say:
To open the groups page
But this brings you to the team members page. I beleive the instructions should say:
My groups page looks different as of about a week ago. It's no longer ordered alphabetically but rather kind of reverse alphabetically with the exception of two groups whose positions in the list appears to be random. I also don't have the ability to re-order this page. I'm hoping the are more updates coming for this page.
HiRonald,
Zendesk introduced an update to the Groups page last week. Groups are ordered by the most recently updated or created group. Please see theannouncementfor more information and follow along as we continue to make improvements!
Thanks Colleen!
Are there more updates coming to this page? The order by most recent update is not working for me. We have many groups and it is really hard to find the ones I'm looking for when I cannot order them alphabetically.
HiJessica StrozykandRonald,
I'm happy to share that the Groups page was updated earlier this week and you can now sort your groups by group name or the number of group members!
It appears that if a person belongs to our US group and receives a chat, they are not able to transfer it to a member of another group (say, the Canadian Group) - the chat is cut off and the interaction comes to a close. Is this the expected behaviour? Can we not hand off chats between groups?
If you are using Messaging, this should allow for a continuous conversation. It's also possible totransferin live chat just make sure the department/group is enabled for it if you are using Agent Workspace.
Pleasesign into leave a comment.