đź“‘ What are groups on Zendesk?
Groups in Zendesk are sets of agents that share responsibilities for servicing tickets. They help organize the workflow, assigning tickets to the correct teams, such as Support, Financial, Commercial, IT, and others.
Creating well-structured groups is essential to optimize service and ensure that customer requests are directed to the most appropriate team.
🛠️ How to create a group in Zendesk
âś… Step by step:
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Access the Admin Center:
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Click the gear icon in the lower left corner of your screen.
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Navigate to:
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People > Teams > Groups.
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Click “Add group”:
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This button is located at the top right of the screen.
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Set up group information:
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Group name: Choose a clear and objective name (e.g., Technical, Financial, Commercial Support).
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Description (optional): Add a brief description about the group's role.
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Add the agents to the group:
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Select the agents that will be part of this group. They will be able to view and fulfill the tickets assigned to it.
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Save the changes:
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Click “Create group” to finish.
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đźš© Important Information
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An agent can belong to multiple groups.
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Groups can be used as criteria for:
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Manual or automatic ticket distribution.
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Creation of triggers and automations.
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Defining queues and reports in Zendesk Explore.
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Tickets can be directly assigned to a group, even before defining a specific agent.
đź’ˇ Good practices in creating groups
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Use simple, objective, and easy to identify names.
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Create groups that represent real company teams.
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Avoid creating temporary groups without need, so as not to create confusion when routing tickets.
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Periodically review existing groups to ensure they are up to date with the company structure.
đź“Ś Conclusion
Creating groups in Zendesk is a fundamental step in organizing service and ensuring that requests are handled efficiently. Good group mapping directly contributes to agent productivity and customer satisfaction.