Who has the authority to create Groups and Organizations in Zendesk?

In Zendesk, the authority to create Groups and Organizations is assigned specifically to Admin users. Admins have comprehensive access and permissions that allow them to manage the configuration and structure of the Zendesk account. This includes the ability to set up new Groups and Organizations, which are essential for organizing agents and customers within the system, managing workflows, and ensuring that tickets are routed appropriately.

Groups allow agents to collaborate and work together on tickets related to specific departments or areas of expertise, while Organizations help in managing customers by categorizing them in a way that reflects their relationship with the business. Admins are responsible for these foundational elements of the Zendesk environment, establishing a clear organizational structure that is essential for effective support operations.

In contrast, while agents, managers, or team leaders may have varying levels of access to perform actions such as responding to tickets or managing day-to-day operations, they do not possess the same level of authority as Admins to make structural changes like creating Groups or Organizations. This hierarchy is critical in maintaining control over the account's configuration and ensuring that only designated users can make significant changes that affect all agents and customers.