Groups collect agents together based on criteria those agents have in common. Groups can only contain agents; 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. All new agents you create will be added to the default group.
Agents and groups
Groups are only for agents and every agent must belong to at least one group. Like organizations, how you set up groups depends on your business needs and the support workflow you prefer. Here are some of the common ways that groups are used:
- To escalate tickets based on complexity
You can manage escalation by setting up a tiered support group structure. For example, you can create groups for levels of support based on factors such as urgency and complexity. By default, you could assign all tickets to the Level 1 group and then escalate them to Level 2 manually based on the technical complexity of the issue. The Level 2 agents (who may also be members of the Level 1 group) have the advanced technical skills needed to resolve the issue.
- To support service level agreements
As in the example for organizations above, you can set up corresponding groups to support organizations defined by service levels.
- To provide support by expertise
You can create groups based on expertise. For example, a company that develops both software and hardware might place the agents who support the software into one group and those agents who support the hardware in another. A custom field could be added to the support request form prompting end-users to specify the product they're seeking support for and this could be used to route the ticket to the appropriate group.
- To support customers by location and language
As noted above, you can set up organizations by location and language and then assign agents (or groups) to their tickets. Even if you didn't set up organizations for this, you can route to tickets to these groups based on the end-user's email domain (somecompany.fr, for example) or their language preference.
When you create groups, you can add existing agents to them. You can add new agents to one or more groups when you're adding them to Zendesk Support. You can also bulk import new users and define their role as agent; you then manually add them to groups.
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