Creating groups

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; People &gt; Team &gt; Groups</span>
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<p class="p">Groups are used to create collections of team members based on criteria those team members
have in common.</p>
<p class="p">How you set up your groups depends on how you want to define your workflow and organize your
agents. You might create groups by skill (for example, software or hardware) or to reflect the
organizations they serve. For example, a group might serve only customers in a certain region
or time zone. </p>
<p class="p">To learn more about groups, check out Justin Grave's advice in our
community forums on <a class="xref" href="https://support.zendesk.com/hc/en-us/community/posts/203458096" target="_blank">what <em class="ph i">not</em> to do with groups</a> or watch this short video.</p>
<p class="p"><iframe allowfullscreen="true" controls="controls" height="225" src="https://fast.wistia.net/embed/iframe/boso8te9id" width="400"></iframe></p>
<div class="p">Related articles:<ul class="ul" id="topic_dpq_shw_rs__ul_gnf_jkp_cxb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831652890" target="_blank">About the Groups page</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About organizations and groups</a></li>
</ul>
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<p class="p">You must be an admin or an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role with permission</a> to create groups.</p>
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<strong class="ph b">To create a group</strong><ol class="ol" id="topic_dpq_shw_rs__ol_jlg_poe_bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_dpq_shw_rs__d8e505" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Groups</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add group</strong>. <p class="p"><img class="image" id="topic_dpq_shw_rs__image_v2v_zkd_dxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Groups_new_create_group.png" width="600"></p>
</li>
<li class="li">Enter a <strong class="ph b">Group name</strong>.</li>
<li class="li">Optionally, enter a <strong class="ph b">Description</strong>.</li>
<li class="li">(Enterprise only) If you want to make this group private, select <strong class="ph b">Make it private</strong>.
This can’t be undone. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4988173561370" target="_blank">Creating private ticket groups</a>.</li>
<li class="li">If you want to make this the default group for your account, select <strong class="ph b">Set as
default</strong>.<div class="p">All new team members will automatically be assigned to this
group.<div class="note note">
<span class="notetitle">Note:</span> Your account’s default group and a team member’s default group are two
separate types of defaults. To learn more about this distinction, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Changing the default group for your account or team member</a>.
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<li class="li">Under Add group members, click the plus sign ( <img class="image" id="topic_dpq_shw_rs__image_rcn_3ld_dxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Groups_new_plus_sign.png"> ) next to the name of the team member you want to add.<p class="p">Alternatively, you can click
<strong class="ph b">Add all</strong> to add all team members in the list to the group. </p>
<p class="p">To help find
team members, you can search the list by team member name or email.</p>
</li>
<li class="li">Continue to add team members as needed, then click <strong class="ph b">Save</strong>.</li>
<li class="li">If an admin has turned on solved ticket reassignment options, select an option to
configure how a departing agent's solved tickets are reassigned.<p class="p"><img class="image" id="topic_dpq_shw_rs__image_hlc_rrp_jcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/groups_solved_tickets_reassignment.png"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7431999772954" target="_blank">Setting reassignment options for groups' solved
tickets</a> to learn more.</p>
<p class="p">The new group is created.</p>
</li>
</ol>
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