Using groups

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Use groups to organize team members for better ticket management. Groups help in setting up business rules like automations, macros, and triggers for ticket escalation, notification, and assignment. You can also create views to track tickets by group, enhancing your ability to manage and prioritize customer inquiries effectively.




As described in About organizations and groups, groups are
used to create collections of team members based on criteria those team members have in
common. Groups can be used in business rules and to create focused views.
This article covers the following topics:
Using groups in business rules
Creating views by group




Using groups in business rules

Groups can be used in automations, macros, and triggers. When creating
automations and triggers you can use group as a criterion for making updates to
tickets. Using a macro, you can assign a group to tickets as an action.
There are many reasons that you might include group in an automation or trigger.
Here are several examples of how they are commonly used.


Example: Escalating tickets using group in an automation

In an automation, you can use group as a condition to escalate tickets for a
specific group.

The Level 2 support team provides a higher level of service to their
customers and promises to solve tickets quickly; this is their service level
agreement. This automation helps them manage this commitment by reminding
them if their tickets are not updated after 48 hours.

The actions in this automation set the priority to urgent and send an email
to the ticket assignee as a reminder to update the ticket. For more
information about creating automations, see Streamlining workflow with time-based events and
automations.



Example: Notifying a group of a ticket assignment with a trigger

Perhaps the most common use of groups in a trigger is to notify a group when
a ticket has been assigned to the group (it's one of the default triggers).
You can take a look at this trigger by following these steps:


In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
Click the name of the Notify group of assignment to open it.



This trigger fires when a group is assigned to a ticket. The change event
could have been triggered manually by an agent or automatically by another
business rule (automation or trigger).

The actions inform everyone in the group about the new ticket assignment.
Note that inborn system rules exist to reduce the number of duplicate email
notifications sent to users about a single request. For example, if an agent is
a recipient on the group notification but also a CC on the ticket, ticket
notifications may be suppressed to prevent duplicates.
For more information, see Creating ticket triggers for automatic ticket updates and
notifications.



Example: Assigning a group to a ticket using a trigger

A group can be used as a condition in a trigger, which allows you to filter
incoming requests and assign them to the appropriate group.

In this example, the conditions are used to determine if the ticket is a
sales inquiry.

The actions set the type to Question and then assign the ticket to the Sales
group. This example also illustrates that you can extend the use of Zendesk
Support to other areas of your business, not just the Support agents.
If only one agent belongs to a group, all tickets assigned to that group will
be assigned directly to that agent. The status of the ticket will
automatically move from New to Open.
For more information, see Creating ticket triggers for automatic ticket updates and
notifications.




Creating views by group

Your groups can be used to create views. Here's an example.


Example: Creating a view of tickets by group

One of the default views shows you all the tickets that have been assigned to the
groups you belong to. You can take a look at this view by following these
steps:


In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
From the list of views, hover over the Unsolved tickets in your
groups view and then select Open. Alternatively click the
view name.



This view displays unsolved tickets that are assigned to your groups. You could
of course select one or more specific groups instead if you were to customize
this view.

This is the result, formatted as a table. The tickets are listed by groups.