Groups are a way to organise your team members by categorising them based on roles, responsibilities, or areas of expertise. Using groups ensures that tickets are routed efficiently to the right team for resolution.
In your platform, groups have been set up following best practices to align with your workflows and ensure collaboration. These configurations are designed to help you manage tickets effectively and maintain clear ownership across your team.
If you need to modify existing groups or create new ones, please refer to this article - Creating groups. We recommend reviewing the current group structure before making changes to maintain consistency and alignment with your workflows.
If you need to remove a group from your platform, we recommend a gradual phase-out process:
- Unassign all tickets: Ensure no tickets remain assigned to the group.
- Remove all agents: Take all agents out of the group to prevent further activity.
- Rename the group: Add "ZDO_NOT_USE" at the beginning of the group name. This will move the group to the bottom of your group list and clearly signal to agents that it should no longer be used.
We strongly advise against deleting groups entirely. Deleting a group will permanently erase all associated data, making it impossible to generate historical reports on the group’s activity. Following this phase-out process allows you to retain valuable reporting data while effectively deprecating the group.
Below you will find a breakdown of the group structure in your platform.
- Customer Support - This is your default group on your platform. This group will handle the bulk of your support staff.
- Management - This will hold your management team. There is a macro in the platform to escalate tickets to this group. You can find out more about this in the macro article.
- Social - This will hold your agents that are responsible for responding to social media tickets.