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.
This article contains the following topics:
Creating a group
Using groups to filter dashboards
Using groups to filter conversation
Using groups in assignments


Related articles
Managing users in Zendesk QA
Managing workspace members in Zendesk
QA




Creating a group

Admins, account managers, 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 also filtering by
workspaces, the group filter limits options to groups related to users in those
workspaces.

The group filter is available in the following dashboards:

Reviews


AutoQA


Surveys


Disputes


Categories






Using groups to filter conversation

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.