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Groups

What Are Groups?

Groups are collections of agents in Zendesk. They're used to organise your support team and route tickets to the right people. Groups are referenced by triggers, automations, macros, and views for ticket assignment and access control.

What Configly Captures

For each group, Configly stores:

  • Group name and description
  • Default status — whether it's the default group for new agents
  • Deleted status — whether the group has been soft-deleted

Viewing Groups

Navigate to Groups from your connection dashboard to see all your groups. You can:

  • Search by group name
  • See which groups exist in your Zendesk instance
  • Use group information alongside dependency mapping to understand which triggers and macros reference each group

Why Groups Matter

Groups are one of the most commonly referenced objects in Zendesk configuration:

  • Triggers assign tickets to groups based on conditions
  • Macros can reassign tickets to different groups
  • Views filter by group assignment or restrict access to specific groups
  • SLA policies may apply different targets based on assigned group

Before renaming or deleting a group, use dependency mapping to check which configuration objects reference it.

  • Triggers — automated rules that assign to groups
  • Macros — manual actions that can change group assignment
  • Views — filtered lists restricted to or filtered by groups