Creating and using groups in Zendesk QA

This article describes how to create groups in Zendesk QA. Groups allow you to organize users based on characteristics such as language or skill set, or based on your organizational structure. Then you can use groups in assignments and to filter dashboards and conversations.


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Quality Assurance (QA) or Workforce Engagement Management (WEM)







Summary: ◀▼
You can create groups to organize users by language, skill, or team structure, then use them in assignments and filters for dashboards and conversations. Groups help you focus on the right reviewers, reviewees, assignees, and participants, with results updating when members change. Note that groups made here don’t sync back to Support.






Location: Zendesk QA > Dashboard > Users, bots, and workspaces

This article describes how to create groups in Zendesk QA. Groups allow you to organize
users based on characteristics such as language or skill set, or based on your
organizational structure. Then you can use groups in assignments and to filter
dashboards and conversations.
Groups created in Zendesk QA don’t sync with Zendesk Support; syncing happens only from
Zendesk Support to Zendesk QA.
This article contains the following topics:
Creating a group
Using groups to filter dashboards
Using groups to filter conversations
Using groups in assignments


Related articles
Managing groups in Zendesk QA




Creating a group

Admins, workspace managers, and leads can create and manage groups in Zendesk QA.

To create a new group
In Quality assurance, click your profile icon in the top-right
corner, then select Users, bots, and workspaces.
In the side menu, click Groups.
Click Create group.

Enter a unique Group name.
Add Group members. Start typing the user’s name or email to
autocomplete and select them from the drop-down menu.

Click Create group.






Using groups to filter dashboards

You can use the group dashboard filter to focus on the activity
or performance of a specific subset of team members. When you also filter by
workspaces, the group filter limits the options to reviewees and reviewers in those
groups and workspaces.

The group filter is available in the following dashboards:

Reviews


AutoQA


Surveys


Disputes


Categories






Using groups to filter conversations

You can use groups in conversation filters to display only conversations related to a
specific subset of team members. When users are added to a group or removed from it,
the filter results update automatically.
Group selection is available in the following conversation filter categories:
Assignee
Participant
Public participant
Reviewee
Reviewed by






Using groups in assignments

When creating assignments, you can select
groups as the reviewers or reviewees instead of
selecting users individually. When selecting groups as the reviewers or reviewees,
you can include or exclude individual users within the groups.

You can also use groups in assignment conditions to specify the right kind of
conversations for reviewing. Assignment conditions include the same options that are
available in conversation
filters.


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