Managing Agent Groups in Zendesk - Frequently asked questions
Frequently asked questions
What are groups in the Zendesk Agent Workspace?
Groups in the Zendesk Agent Workspace are collections of agents that help administrators manage ticket assignments and workspace conversations. They also provide access to tools like views and macros at the group level. Agents can belong to…
How do I add a new group in the Zendesk Agent Workspace?
To add a new group in the Zendesk Agent Workspace, you need to create a Support group. This is done through the Admin Center, where you can manage all groups. Here's how you can create a group: In Admin Center, click on 'People' in the sidebar,…
Can I view groups from the Chat dashboard in Zendesk?
Yes, you can view groups from the Chat dashboard in Zendesk. When you create a new group in Support, it appears in the Departments page of the Chat dashboard. You can see Chat agents within all your groups and manage Chat-specific settings….
How are Chat Departments affected by the migration to Zendesk Agent Workspace?
During the migration to Zendesk Agent Workspace, Chat Departments are automatically converted to Support groups. This means you don't need to recreate them manually. The department IDs are inherited by the Support group IDs, maintaining…
Can I enable the Zendesk Agent Workspace for just one group?
No, you cannot enable the Zendesk Agent Workspace for just one group. It must be enabled for the entire account. This means that all agents and groups within your Zendesk account will be using the Agent Workspace once it is activated. This unified…
How do I route chats to specific groups in Zendesk?
To route chats to specific groups in Zendesk, you can enable chat only for the groups you need in the chat settings under 'Departments'. Once enabled, you can set up department triggers in Chat, similar to how it was done before. This allows you…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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