Managing groups in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">This article describes how to manage groups in Zendesk QA. Groups in Zendesk QA allow you to organize users,filter information in dashboards,filter conversations, and toset up assignments.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Manage QA groups to organize users, filter dashboards and conversations, and set assignments. You can create, edit, hide, archive, restore, or delete groups, and add or remove members in bulk. Support groups sync into QA, while QA-created groups stay separate. Groups include team members only and help admins, agents, workspace managers, and leads control visibility and access.</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" dir="ltr">This article describes how to manage groups in Zendesk QA. Groups in Zendesk QA
allow you to organize users, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9681640098714#topic_hg5_zwp_lgc" target="_blank">filter information in dashboards</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9681640098714#topic_tx2_lxp_lgc" target="_blank">filter conversations</a>, and to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9681640098714#topic_zmr_txp_lgc" target="_blank">set up assignments</a>. </p>
<p class="p" dir="ltr">From the Zendesk QA Groups page, you can manage existing groups, add and remove
team members, set a group’s visibility in QA, and archive or delete a QA group.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="zqa_managing_groups__ul_chn_g3z_dfc">
<li class="li"><a class="xref" href="#topic_ftc_s1r_y3c">About Zendesk QA groups</a></li>
<li class="li"><a class="xref" href="#topic_lq5_wcr_y3c">Hiding and showing Zendesk groups in
QA</a></li>
<li class="li"><a class="xref" href="#topic_msk_s2s_fgc">Editing QA groups</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_jqy_st2_m2c">Adding and removing users
from QA groups in bulk</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_c1l_yv2_m2c">Archiving QA
groups</a></li>
<li class="li"><a class="xref" href="#id_aw5_3rp_lgc">Restoring archived QA groups</a></li>
<li class="li"><a class="xref" href="#topic_sxw_fhs_fgc">Deleting QA groups</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="zqa_managing_groups__ul_xlk_33g_2fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9681640098714" target="_blank">Creating groups in Zendesk QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760162074" target="_blank">Managing users in Zendesk QA</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ftc_s1r_y3c">
<h2 class="title topictitle2" id="ariaid-title2">About Zendesk QA groups</h2>
<div class="body">
<p class="p" dir="ltr">Except for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4767122732058" target="_blank">private ticket groups</a>, groups created in Zendesk Support
automatically sync with Zendesk QA group lists. On the QA Groups page, these groups
are listed as Zendesk under the Type heading.</p>
<p class="p" dir="ltr">Account owners, admins, and agents with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role with permission</a> can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">create groups in Zendesk Support</a>. All <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930" target="_blank">new team members created in Zendesk Support</a> are added to
at least one group, but they can belong to multiple groups. Groups can only include
team members; end users cannot be added. </p>
<p class="p" dir="ltr">Admins, workspace managers, and leads can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9681640098714" target="_blank">create</a> and manage groups in Zendesk QA. However, groups
created in Zendesk QA don’t sync with Zendesk Support. Syncing happens only from
Zendesk Support to Zendesk QA. Groups created in Zendesk QA are listed as QA under
the Type heading.</p>
<p class="p"><img class="image" id="topic_ftc_s1r_y3c__image_l2h_pcr_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_groups.png" width="850"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lq5_wcr_y3c">
<h2 class="title topictitle2" id="ariaid-title3">Hiding and showing Zendesk groups in QA</h2>
<div class="body">
<p class="p" dir="ltr">Synced Zendesk Support groups are automatically visible in Zendesk QA.
However, admins, workspace managers, and leads can also mark these
groups as hidden. <a class="xref" href="#topic_lq5_wcr_y3c__hige_group">Marking a
group as hidden</a> removes it from filters and assignments in QA. This
change only affects the group’s visibility in QA and doesn’t impact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821199258" target="_blank">group settings in Admin Center</a>.</p>
<p class="p" dir="ltr">Zendesk groups can be <a class="xref" href="#topic_lq5_wcr_y3c__show_group">marked visible in QA</a> at any time, so they’re shown in
filters and assignments again.</p>
<div class="p" dir="ltr" id="topic_lq5_wcr_y3c__hige_group">
<strong class="ph b">To hide a Zendesk group in QA</strong><ol class="ol" id="topic_lq5_wcr_y3c__ol_k1x_1dr_y3c">
<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 the name of the group you want to hide.</li>
<li class="li">Select <strong class="ph b">Hide in QA</strong> so the group is no longer visible in filters and
assignments in QA.<p class="p"><img class="image" id="topic_lq5_wcr_y3c__image_zgt_fdr_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_zendesk_groups_hide.png" width="850"></p>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
<div class="p" dir="ltr" id="topic_lq5_wcr_y3c__show_group">
<strong class="ph b">To show a Zendesk group in QA</strong><ol class="ol" id="topic_lq5_wcr_y3c__ol_zvl_rdr_y3c">
<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 the name of the group you want to show.</li>
<li class="li">Deselect <strong class="ph b">Hide in QA</strong> so the group is visible in filters and
assignments in QA again.</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
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</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_msk_s2s_fgc">
<h2 class="title topictitle2" id="ariaid-title4">Editing QA groups</h2>
<div class="body">
<p class="p">Editing groups allows you to modify group names, and to add and remove members.</p>
<div class="p" dir="ltr">
<strong class="ph b">To edit a QA group</strong><ol class="ol" id="topic_msk_s2s_fgc__ol_k5f_phs_fgc">
<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 the name of the QA group you want to edit.</li>
<li class="li">(Optional) Make changes to the group’s name.</li>
<li class="li">(Optional) Under <strong class="ph b">Add Group members</strong>, start typing the user’s name or
email to autocomplete, then select them from the drop-down menu to add them
to the group.</li>
<li class="li">(Optional) Click the x next to a user to remove them from the
group.<p class="p"><img class="image" id="topic_msk_s2s_fgc__image_pkq_w2r_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_groups_edit.png" width="800"></p>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title5">Adding and removing users from QA groups in bulk</h2>
<div class="body">
<p class="p" dir="ltr">Admins and workspace managers can access the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760162074" target="_blank">Users page</a> to perform bulk actions such as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760162074#topic_c1l_yv2_m2c" target="_blank">adding</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760162074#topic_dcl_vhy_fgc" target="_blank">removing</a> multiple users from QA
groups.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_c1l_yv2_m2c">
<h2 class="title topictitle2" id="ariaid-title6">Archiving QA groups</h2>
<div class="body">
<p class="p" dir="ltr">Admins, workspace managers, and leads can archive QA
groups.</p>
<p class="p" dir="ltr">Archiving a QA group moves it to the Archived tab and hides it from filters
and assignments. Existing data is preserved, and you can <a class="xref" href="#id_aw5_3rp_lgc">restore the group</a> at any time and
move it back to the Active tab.</p>
<div class="p">
<strong class="ph b">To archive a QA group</strong><ol class="ol" id="topic_c1l_yv2_m2c__ol_c1t_h4z_dfc">
<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">Next to the group you want to archive, click the options menu (<img class="image" id="topic_c1l_yv2_m2c__image_n3z_j4z_dfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="20">) and select <strong class="ph b">Archive</strong>.<p class="p">The
group now appears under the Archived tab. </p>
<p class="p"><img class="image" id="topic_c1l_yv2_m2c__image_cyk_t4z_dfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_group_archive_delete.png" width="800"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="id_aw5_3rp_lgc">
<h2 class="title topictitle2" id="ariaid-title7">Restoring archived QA groups</h2>
<div class="body">
<p class="p">You can restore an archived QA group to resume using it. The restored group is listed
under the Active tab again. </p>
<div class="p">
<strong class="ph b">To restore an archived group</strong><ol class="ol" id="id_aw5_3rp_lgc__ol_ucb_b3s_fgc">
<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 the <strong class="ph b">Archived</strong> tab.</li>
<li class="li">Next to the group you want to reactivate, click the restore icon (<img class="image" id="id_aw5_3rp_lgc__image_frm_vkr_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_restore_icon.png" width="18">).<p class="p" dir="ltr">The group now appears
under the Active tab.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_sxw_fhs_fgc">
<h2 class="title topictitle2" id="ariaid-title8">Deleting QA groups</h2>
<div class="body">
<p class="p" dir="ltr">You can permanently delete both active and archived QA groups.</p>
<div class="p" dir="ltr">
<strong class="ph b">To delete a group</strong><ol class="ol" id="topic_sxw_fhs_fgc__ol_tbd_whs_fgc">
<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 sidebar, click <strong class="ph b">Groups</strong>.</li>
<li class="li">Depending on whether the group you want to delete is active or archived,
perform one of the following actions: <ol class="ol" id="topic_sxw_fhs_fgc__ol_m5m_wtp_lgc" type="a">
<li class="li">If the group is active, click the options menu (<img class="image" id="topic_sxw_fhs_fgc__image_v5t_xtp_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="20">) and select <strong class="ph b">Delete</strong>.
<p class="p"><img class="image" id="topic_sxw_fhs_fgc__image_qkl_blr_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_group_archive_delete.png" width="800"></p>
</li>
<li class="li">If the group is archived, click the <strong class="ph b">Archived</strong> tab, then click
the delete icon (<img class="image" id="topic_sxw_fhs_fgc__image_hxt_c5p_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_delete_icon.png" width="20">) in the row for that
group.</li>
</ol>
</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete group</strong>.</li>
</ol>
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