Purpose of Groups in Zendesk Suite
What is the purpose of groups in Zendesk Suite?
Groups in Zendesk Suite are used to collect team members based on common criteria, which helps in defining support workflows. For instance, a group of agents specializing in a complex support area can be automatically assigned relevant support requests. Groups are crucial for efficient ticket routing and management.
More related questions
How do I add team members to my Zendesk Suite account?
To add team members to your Zendesk Suite account, you use the Admin Center. You can add users via the Team members page or the Add tab in the Agent Workspace. When adding a user, you select their type as either a staff member (team member) or an…
What roles can I assign to team members in Zendesk Suite?
In Zendesk Suite, you can assign different roles to team members, such as admin or agent. Each product within Zendesk Suite has an admin role, allowing access to admin settings for configuration and workflow setup. Agents provide customer support…
Can I create custom roles in Zendesk Suite?
Yes, in the Enterprise and Enterprise Plus versions of Zendesk Suite, you can create custom roles. This allows you to tailor roles to fit specific needs within your organization. For more information on creating custom roles and assigning agents,…
How do I organize team members into groups in Zendesk?
Organizing team members into groups in Zendesk is done through the Admin Center. Groups are collections of team members based on shared criteria and are essential for defining support workflows. Each team member must belong to at least one group,…
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