Creating and using groups in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">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.</p>
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<div class="note fastpath">
<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 use groups in assignments and to filter
dashboards and conversations.</p>
<p class="p">Groups created in Zendesk QA don’t sync with Zendesk Support; syncing happens only from
Zendesk Support to Zendesk QA. </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 conversations</a></li>
<li class="li"><a class="xref" href="#topic_zmr_txp_lgc">Using groups in assignments</a></li>
</ul>
</div>
<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/7043747142938" target="_blank">Managing groups 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, 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>
<div class="p">
<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><p class="p"><img class="image" id="topic_ddz_2kj_rgc__image_ilv_wxq_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_groups.png" width="850"></p>
</li>
<li class="li">Enter a unique <strong class="ph b">Group name</strong>. </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="550"></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>
<div class="body">
<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 you also filter by
workspaces, the group filter limits the options to reviewees and reviewers in those
groups and 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="850"></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>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019975345434" target="_blank">Categories</a>
</li>
</ul>
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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 conversations</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>
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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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