Zendesk Groups Setup and Organization

Setting up and organizing Zendesk groups is a crucial step in creating an efficient support system. You can create up to 100 groups in Zendesk.

To get started, you'll need to decide how many groups you need and what they'll be used for. This will help you determine the scope of your groups.

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To manage your Zendesk groups effectively, you can view and manage all groups from the Groups page in Admin Center.

You can add a new group by clicking Add group from the Groups page, and then entering a group name and description.

Administrators can also select the agents they want to add to the group, which is useful for seeing which agents have access to which products.

To make a group the default group that all new agents are added to, simply select the Make default group option when creating the group.

Here's a quick rundown of the steps to create a new group:

Adding a new group to the agent workspace is a straightforward process. You start by clicking on People in the sidebar, then select Team > Groups in Admin Center.

To create a new group, click on the Add group button. This will open a window where you can enter a group name and description.

You can select the agents you want to add to the group, and see which agents have access to which products. If you want this group to be the default group that all new agents are added to, select the Make default group checkbox.

Here's a step-by-step guide to creating a new group:

You can edit your existing groups from the Groups page in Admin center. To do this, click People in the sidebar, then select Team > Groups in the Admin Center.

You can make changes to your groups and save them easily. Just find the group you want to edit, make your changes, and click Save. The search bar can help you find a group if you have many.

If you need to assign a large number of agents to groups, you can use the Bulk Create Memberships feature. This allows you to assign up to 100 agents to given groups with a single POST request to /api/v2/group_memberships/create_many.

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To update a group, you can make changes from the Groups page in the Admin center. You can find the group you want to edit by clicking on its name in the list of groups.

To make your changes, click on the group's name and use the search bar to help find the group if needed. You can then make your desired changes.

Once you're done making your changes, click Save to save your edits.

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JSON format is used to represent group information, and it's a crucial part of understanding how groups work. The format includes several key properties, such as the group's name, type, and whether it's read-only or mandatory.

A group's name is a required property, represented as a string. It's also worth noting that a group's name can be changed, but its ID remains the same.

The created_at property is a string that represents the time the group was created. This property is read-only, meaning it can't be edited or modified.

A group's default status is also represented as a boolean value, indicating whether it's the default group for the account. This property is read-only as well.

Groups can be deleted, and the deleted property is a boolean value that indicates whether a group has been deleted. This property is read-only and can't be edited.

Here are some key properties of groups in JSON format:

Group memberships also have their own set of properties, including the user_id and group_id properties, which are integers that represent the ID of an agent and the ID of a group, respectively.

Managing group memberships in Zendesk is a straightforward process. You can list all assignable memberships using the GET /api/v2/group_memberships/assignable endpoint.

To assign an agent to a group, you can use the POST /api/v2/group_memberships endpoint. This requires admin permissions or a custom role with permissions to manage group memberships.

You can also delete a membership using the DELETE /api/v2/group_memberships/{group_membership_id} endpoint. This immediately removes a user from a group and schedules a job to unassign all working tickets.

Bulk deleting memberships is also possible using the DELETE endpoint. You can pass a comma-separated list of group membership IDs in the 'ids' query parameter.

Here's a summary of the endpoints for membership management:

Note that the bulk delete endpoint has a query parameter 'ids' which requires a comma-separated list of group membership IDs.

To create a new group in Zendesk, you add a Support group instead of a Chat department. This new group will appear on the Groups page in Admin Center. You can view and manage all groups from here.

Administrators can add a new group by clicking People in the sidebar, then select Team > Groups, and follow the steps to enter a group name and description, select agents, and make it the default group if needed.

You can delete groups you no longer need, but first, you need to reset the default group if it's set as the default for your account or team members. You should also reassign tickets assigned to the group to a new group, which can be done in bulk using the advanced search feature.

To delete a group, navigate to the Groups page in Admin Center, find the group you want to delete, and click the Options menu to select Delete. Alternatively, you can delete a group when you open it for editing by clicking the Actions menu and selecting Delete group.

Here's a step-by-step guide to deleting a group:

You can also delete groups in Quality Assurance by clicking your profile icon, then select Users, bots, and workspaces, and following the steps to delete the group.

Deleting groups is a straightforward process, but it requires some planning to ensure a smooth transition.

To delete a group, you need to reset the default group if it's set as the default for your account or team members.

You should reassign any tickets assigned to the group or team members in that group to a new group, preferably in bulk using the advanced search feature with a specific search string.

Deleting a group will break any business rules you set up using the deleted group, so be prepared to adjust those rules accordingly.

You can delete a group in the Admin Center by clicking on People in the sidebar, then select Team > Groups, and finding the group you want to delete.

Alternatively, you can delete a group when you open it for editing by clicking the Actions menu and selecting Delete group.

To delete a group membership, you can use the API endpoint DELETE /api/v2/group_memberships/{group_membership_id} or DELETE /api/v2/users/{user_id}/group_memberships/{group_membership_id}.

Immediately removing a user from a group will schedule a job to unassign all working tickets assigned to the given user and group combination.

You can permanently delete both active and archived groups in Quality Assurance by following a few simple steps.

First, click your profile icon in the top-right corner and select Users, bots, and workspaces, then click the Toggle sidebar icon to display the side menu.

Next, click Groups in the sidebar, and depending on whether the group you want to delete is active or archived, perform the corresponding action.

In the confirmation dialog, click Delete group to confirm the deletion.

Here's a summary of the steps to delete a group:

You can restore an archived group to resume using it. The restored group is listed under the Active tab again.

To restore an archived group, head to the Quality Assurance section and click your profile icon in the top-right corner, then select Users, bots, and workspaces.

In the side menu, click Groups, then click the Archived tab to view all archived groups.

Next to the group you want to reactivate, click Restore.

You can view all your Support groups, including new ones, in the Departments page of the Chat dashboard.

Only Chat-enabled agents will appear in the Chat agents column, so if you're looking for other types of agents, you won't find them here.

You can use any group as a Chat department to set up operating hours, triggers, and more.

For changes like editing the group name, description, or members, you'll be redirected to the Support interface.