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Mastering Zendesk by Cedric F. Jacob

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Groups

Groups, unlike organizations, are only meant for agents and each agent must be at least in one group. Groups play a major role when it comes to support workflows and they can be used in many different ways. How to use groups becomes apparent when planning your support workflow.

In our case, we have four types of support tickets:

  • Tier 1 Support
  • Tier 2 Support
  • VIP Support
  • Internal Support

Each type of ticket is supposed to be answered by specific agents only. In order to achieve this, we can create one group for each type of ticket and later assign these groups to our agents accordingly.

In order to review and edit already existing groups, simply follow these steps:

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.
  2. Click on People ...

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