Zendesk Groups

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6. Zendesk Groups

On this page

• What this covers
• What are Zendesk groups
• How to create a Zendesk group
• How to edit a Zendesk group
• How to manage users in Zendesk groups
  • Groups editor
  • User's page
• How to delete a Zendesk group
• Group standards
  • Naming standards
• Change managemenet
• Useful links

What this covers

This training material will cover the following topics:

• A broad overview of what the Zendesk groups are
• How to create a Zendesk group
• How to edit a Zendesk group
• How to manage users in Zendesk groups
• How to delete a Zendesk Group
• GitLab Support Ops group standards.
• GitLab Support Ops change management process for Zendesk groups.

What are Zendesk groups

As per Zendesk:

Groups collect agents together based on criteria those agents have in common.

For GitLab, we use groups to help in view management primarily.

How to create a Zendesk group

Note: As of 2021-09-21, Zendesk has changed the location of the Groups management pages. They are now located in the Admin Center, which you can locate by clicking the four squares in the top-right of the page and clicking the Admin Center link. After doing so, you can locate the Groups management pages under People > Team > Groups. Once you access the management pages, the steps to create/edit/etc. are the same.

To create a group, you must first access Admin Center, which you can locate by clicking the four squares in the top-right of the page and clicking the Admin Center link. After doing so, you can locate the Groups management pages under People > Team > Groups.

This will bring you to the group creation page. On this page, you will:

• enter the name of the group.
• determine if this should be a default group (this is rarely used by us).
• add a description of the group.
• add agents to the group.

After doing so, click the black Create group button at the bottom-right of the page.

How to edit a Zendesk group

Note: As of 2021-09-21, Zendesk has changed the location of the Groups management pages. They are now located in the Admin Center, which you can locate by clicking the four squares in the top-right of the page and clicking the Admin Center link. After doing so, you can locate the Groups management pages under People > Team > Groups. Once you access the management pages, the steps to create/edit/etc. are the same.

To edit a group, you must first access the Admin Center, which you can locate by clicking the four squares in the top-right of the page and clicking the Admin Center link. After doing so, you can locate the Groups management pages under People > Team > Groups. From here, locate the group in question and click the black edit link on the right-hand side.

This page will look nearly identical to the creation page. Make the edits you wish to make and then click the black Update group button at the bottom-right of the page.

How to manage users in Zendesk groups

Note: As of 2021-09-21, Zendesk has changed the location of the Groups management pages. They are now located in the Admin Center, which you can locate by clicking the four squares in the top-right of the page and clicking the Admin Center link. After doing so, you can locate the Groups management pages under People > Team > Groups. Once you access the management pages, the steps to create/edit/etc. are the same.

There are two ways to manager the users in Zendesk groups:

• via the groups editor
• via the user's page

For single user edits, the user page is often the quickest method. For mass edits, you'd be better off using the groups editor.

Groups editor

This follows the steps for editing a group, in that you are editing the agents within the group.

User's page

For this process, locate the user's page in Zendesk. From there, click the textbox next to the Groups header (top-left of the page). This will bring up boxes for every group on the instance. From here, you can click the boxes you to either add or remove the group (keep in mind you cannot remove the user's default group). After doing so, click the Close button on the bottom-right of the pop-up menu.

How to delete a Zendesk group

Note: As of 2021-09-21, Zendesk has changed the location of the Groups management pages. They are now located in the Admin Center, which you can locate by clicking the four squares in the top-right of the page and clicking the Admin Center link. After doing so, you can locate the Groups management pages under People > Team > Groups. Once you access the management pages, the steps to create/edit/etc. are the same.

To delete a group, you must first access the Admin Center, which you can locate by clicking the four squares in the top-right of the page and clicking the Admin Center link. After doing so, you can locate the Groups management pages under People > Team > Groups. From here, locate the group in question and click the black edit link on the right-hand side.

On the edit page (where you should now be), scroll to the very bottom of the page and click the Delete button.

Group standards

To ensure all groups we utilize are both consistent in nature and transparent in their natures, we strive to meet some standards on all groups we work with.

Naming standards

The name used for the group should be simple, clear, and concise. You want the name to convey what the group is used for.

Change managemenet

As this normally ties into views, you will normally follow the same change management process as Zendesk views.

If you are specifically just changing groups, the only real changes would be:

• the label used is "Support-Ops-Category::Orgs and Users" instead of "Support-Ops-Category::Views".
• it is not going to need 3 days of testing, since this is harmless by itself normally.

Useful links

• Zendesk Organization and groups documentation