Creating and using groups in Zendesk QA

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<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Users, bots, and workspaces</div>
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<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9724312617754" target="_blank">use groups</a> in assignments and to filter dashboards and
conversations.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_zcp_55p_lgc__ul_jrs_1kj_rgc">
<li class="li"><a class="xref" href="#topic_ddz_2kj_rgc">Creating a group</a></li>
<li class="li"><a class="xref" href="#topic_hg5_zwp_lgc">Using groups to filter dashboards</a></li>
<li class="li"><a class="xref" href="#topic_tx2_lxp_lgc">Using groups to filter conversation</a></li>
<li class="li"><a class="xref" href="#topic_zmr_txp_lgc">Using groups in assignments</a></li>
</ul>
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<div class="p">Related articles<ul class="ul" id="topic_zcp_55p_lgc__ul_qnx_nvp_lgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760162074" target="_blank">Managing users in Zendesk QA</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203020826266" target="_blank">Managing workspace members in Zendesk
QA</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ddz_2kj_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Creating a group</h2>
<div class="body">
<p class="p">Admins, account managers, workspace managers, and leads can create and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747142938" target="_blank">manage</a> groups in Zendesk QA.</p>
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<strong class="ph b">To create a new group</strong><ol class="ol" id="topic_ddz_2kj_rgc__ol_b2m_wvp_lgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner, then select <strong class="ph b">Users, bots, and workspaces</strong>.</span></li>
<li class="li">In the side menu, click <strong class="ph b">Groups</strong>.</li>
<li class="li">Click <strong class="ph b">Create Group.</strong>
</li>
<li class="li">Enter a unique <strong class="ph b">Group name</strong>. <p class="p"><img class="image" id="topic_ddz_2kj_rgc__image_ap5_1wp_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_groups.png" width="750"></p>
</li>
<li class="li">Add <strong class="ph b">Group members</strong>.<p class="p">Start typing the user’s name or email to
autocomplete and select them from the drop-down menu. </p>
</li>
<li class="li">Click <strong class="ph b">Create group</strong>. <p class="p"><img class="image" id="topic_ddz_2kj_rgc__image_gxn_lwp_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_groups_create.png" width="750"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hg5_zwp_lgc">
<h2 class="title topictitle2" id="ariaid-title3">Using groups to filter dashboards</h2>
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<p class="p">You can use the group <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_dmj_yjx_vfc" target="_blank">dashboard filter</a> to focus on the activity
or performance of a specific subset of team members. When also filtering by
workspaces, the group filter limits options to groups related to users in those
workspaces. </p>
<p class="p"><img class="image" id="topic_hg5_zwp_lgc__image_oyh_3xp_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dashboards_filters.png" width="750"></p>
<div class="p">The group filter is available in the following dashboards: <ul class="ul" id="topic_hg5_zwp_lgc__ul_ltc_kxp_lgc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242" target="_blank">AutoQA</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759414042" target="_blank">Surveys</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922#dispute-dashboard" target="_blank">Disputes</a>
</li>
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<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019975345434" target="_blank">Categories</a>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tx2_lxp_lgc">
<h2 class="title topictitle2" id="ariaid-title4">Using groups to filter conversation</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">Group selection is available in the following <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank">conversation filter</a> categories: <ul class="ul" id="topic_tx2_lxp_lgc__ul_xrj_qxp_lgc">
<li class="li">Assignee </li>
<li class="li">Participant </li>
<li class="li">Public participant </li>
<li class="li">Reviewee </li>
<li class="li">Reviewed by </li>
</ul>
</div>
<p class="p"><img class="image" id="topic_tx2_lxp_lgc__image_av5_sxp_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_conversation_filter_group.png" width="750"></p>
</div>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zmr_txp_lgc">
<h2 class="title topictitle2" id="ariaid-title5">Using groups in assignments </h2>
<div class="body">
<p class="p">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770" target="_blank">creating assignments</a>, you can select
groups as the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770#topic_g5y_dw1_cbc" target="_blank">reviewers or reviewees</a> instead of
selecting users individually. When selecting groups as the reviewers or reviewees,
you can include or exclude individual users within the groups.</p>
<p class="p"><img class="image" id="topic_zmr_txp_lgc__image_ypy_xxp_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_assignment_group.png" width="750"></p>
<p class="p">You can also use groups in assignment <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770#topic_g5y_dw1_cbc__section_udp_nrc_tcc" target="_blank">conditions</a> to specify the right kind of
conversations for reviewing. Assignment conditions include the same options that are
available in <a class="xref" href="#topic_tx2_lxp_lgc">conversation
filters</a>. </p>
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