Groups

What are Zendesk groups?

As per Zendesk:

Groups collect team members together based on criteria those team members have in common. Groups can only contain team members; no end users can be included. All agents must be assigned to at least one group, but they can be members of more than one. Groups can be used to support organizations. You can designate one group as the default group for your account and you can also designate a default group for each team member. All new team members you create will be added to the default group.

How do we maintain them?

We currently maintain all groups via Zendesk itself.

Current Zendesk Global groups

• Accounts Receivable
• Billing
• China Comms
• General
• Partner Support
• Professional Services Group
• SGG: Baobab
• SGG: Ginkgo
• SGG: Kapook
• SGG: Maple
• SGG: Pine
• Support AMER
• Support APAC
• Support EMEA
• Support Focus: Authentication and Authorization
• Support Focus: CMOC
• Support Focus: L&R
• Support Focus: Secure
• Support Managers
• Support Ops

Current Zendesk US Federal groups

• General
• Security
• Support
• Support Managers
• Support Operations

Creating a group in Zendesk

To create a group in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Groups page (People > Team > Groups).

From there, click the blue Create group button at the top-right of the page. When making a group, you will:

1. Enter the name of the group
2. Enter a description of the group
3. Ensure Make this group private is not checked
4. Ensure Set as default group is not checked
5. Check the box next to any agents who should be in this group

After doing so, click the blue Create group button at the bottom-right of the page.

Editing a group in Zendesk

To edit a group in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Groups page (People > Team > Groups).

From there, locate the group in question and click the edit link to the far-right (on the same line as the group’s name). From here, you can make the needed edits and click the blue Save button at the bottom-right of the page.

Deleting a group in Zendesk

To delete a group in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Groups page (People > Team > Groups).

From there, locate the group in question and click the edit link to the far-right (on the same line as the group’s name). From here, you can click the Delete button at the bottom-right of the page.

Change management

As the group changes are unique in deployment, please see Zendesk group change management for more information.

Labels to use

For all issues and MRs involving groups, the label Support-Ops-Category::Orgs and Users should be used.

Change criticality

Due to the nature and impact adding/editing/deleting Zendesk groups can impose on agents, all issues/MRs related to Zendesk groups will be classified as either criticality 2 or criticality 3