Managing and Creating Groups

About groups

Groups are used to create collections of agents based on criteria those agents have in common. How you set up your groups depends on how you want to define your workflow and organize your agents. You might create groups by skill (software vs hardware) or to reflect the organizations they serve (for example, a group might serve only customers in a certain region or time zone). For more information, see About organizations and groups.

To learn more about groups, check out Justin Grave's advice in our community forums on what not to do with groups or watch this short video.

What's Good: Groups in Zendesk Support (01:31)

Creating groups

Groups are used to create collections of agents based on criteria those agents have in common. You must be an admin or an agent with permission to create groups.

To create a group

1. In Admin Center, click  People in the sidebar, then select Team > Groups.
2. Click Add group.
3. Enter a group name.
4. Optionally, in Group description, enter a description for the group.
5. Select the agents you want to add to the group.
6. If you want to make this the default group that all new agents are added to, click Make default group.
7. Click Create group.

   The new group is created.