Forums/Documentation/Users, groups, and organizations

Creating, managing, and using groups

Anton de Young
posted this on April 21, 2011 13:32

As described in About organizations and groups, how you set up your groups depends on how you want to define your workflow and organize your agents. All agents must be added to at least one group. Administrators can add and edit groups, agents cannot.

To create a group
  1. Click the Manage icon () in the sidebar, then select People.
    Zendesk Classic: Select the Manage menu, then select People.
  2. Select Add group.
  3. Enter a group name.
  4. Select the agents you want to add to the group.
  5. Click Create group.

Administrators can view and manage all groups by selecting Groups on the People page.

Editing and deleting groups

Editing a group means simply adding or removing agents from it.

Groups can also be deleted (the delete command is available when editing a group). Deleting a group has implications of course. The agents you assigned to it will no longer be (since it doesn't exist anymore) and the group will be removed from any tickets it was assigned to. Any business rules or reports you set up using the group you deleted will no longer function properly.

Adding agents to groups

You can add agents to groups at the time you create the group. You can also add new agents to one or more groups when you add them to your Zendesk. Only administrators can add new agents.

To add a new agent to a group
  1. Click the Manage icon () in the sidebar, then select People.
    Zendesk Classic: Select the Manage menu, then select People.
  2. Select Add user.
  3. Enter information about the new user.
  4. In the section called Role - privileges granted to this user, select Agent.
  5. All of your groups are displayed. Select one or more.
  6. Set the agent's other privileges (described below).
  7. Click Create.

You can change the agent's group assignments at any time by editing their profile. Agents cannot change their own group assignments.

Setting agent privileges, defining ticket access

When you add agents you need to define their privileges (groups they will be assigned to, their access to tickets, if they can make both public and private comments, and if they can moderate forums). These privileges are described in the following table:

Table 1. Agent privileges
PrivilegesDescription
Groups This is the list of groups in your Zendesk. You can select one or more. Agents must be added to at least one group. 
Has access to
An agent's access to tickets can be defined with the following options:
  • All tickets (can also add, modify and assume end-users)
  • Tickets within this agent's groups(s)
  • Tickets requested by users in this agent's organization (also can't see forums restricted to other organizations)
  • Tickets assigned to this agent only

Notwithstanding ticket access restrictions, CC'ing an agent on any ticket lets the agent receive email notifications of all public and private updates to the ticket.

Note: If you select to restrict the agent to an organization, you must also set the agent's organization (an option on the Add user page). 
Can add ticket comments that are
You can limit an agent to making both public and private comments on tickets.
  • Public or private
  • Private only (viewable only by other agents)

You might use the Private only option as a way to gather information about the issue from a subject matter expert within your own company who is not interacting with customers as an agent (for example, a software developer or a product manager). You assign the ticket to that person and they can add private comments that help you to explain and resolve the issue.

Can moderate (edit, delete and reorder) topics in forums Yes or no.

Some support teams assign only a few agents to moderate the forums. These agents are set to 'yes', the others are set to 'no'.

Assigning tickets to groups

Agents can assign tickets (manually or via a macro) to any of the groups they belong to. Administrators can assign tickets to any group.

Tickets can also be automatically assigned to groups using business rules (see Using groups in business rules below) and by enabling group mapping for an organization. Automatically assigning a group to an organization's tickets is a relationship you set up when creating or editing an organization. See Mapping a group to an organization in Creating, managing, and using organizations.

Using groups in business rules

Groups can be used in automations, macros, and triggers. When creating automations and triggers you can use group as a criterion for making updates to tickets. Using a macro, you can assign a group to tickets as an action.

There are many reasons that you might include group in an automation or trigger. Here are several examples of how they are commonly used.

Example: Escalating tickets using group in an automation

In an automation, you can use group as a condition to escalate tickets for a specific group.

The Level 2 support team provides a higher level of service to their customers and promises to solve tickets quickly; this is their service level agreement. This automation helps them manage this commitment by reminding them if their tickets are not updated after 48 hours.

The actions in this automation set the priority to urgent and send an email to the ticket assignee as a reminder to update the ticket. For more information about creating automations, see Streamlining workflow with time-based events and automations.

Example: Notifying a group of a ticket assignment with a trigger

Perhaps the most common use of groups in a trigger is to notify a group when a ticket has been assigned to the group (it's one of the default triggers in Zendesk). You can take a look at this trigger in your Zendesk by following these steps:

  1. Click the Manage icon () in the sidebar, then select Triggers.
    Zendesk Classic: Select the Manage menu, then select Triggers and mail notifications.
  2. Locate the Notify group of assignment trigger and then select Edit.

This trigger fires when a group is assigned to a ticket. The change event could have been triggered manually by an agent or automatically by another business rule (automation or trigger).

The actions inform everyone in the group about the new ticket assignment. For more information about triggers, see Streamlining workflow with ticket updates and triggers.

Example: Assigning a group to a ticket using a trigger

Group can be used as a condition in a trigger, which allows you to filter incoming requests and assign them to the appropriate group.

In this example, the conditions are used to determine if the ticket is a sales inquiry.

The actions set the type to Question and then assign the ticket to the Sales group. This example also illustrates that you can extend the use of your Zendesk to other areas of your business, not just the support agents. For more information about triggers, see Streamlining workflow with ticket updates and triggers.

Creating views and reports by group

Your groups can be used to create views and reports. Here are several examples.

Example: Creating a view of tickets by group

One of the default views in Zendesk shows you all the tickets that have been assigned to the groups you belong to. You can take a look at this view in your Zendesk by following these steps:

  1. Click the Manage icon () in the sidebar, then select Views.
    Zendesk Classic: Select the Manage menu, then select Views.
  2. In the Shared tab, locate the Unsolved tickets in your groups trigger and then select Edit.

This view displays unsolved tickets that are assigned to your groups. You could of course select one or more specific groups instead if you were to customize this view.

This is the result, formatted as a table. The tickets are listed by groups.

Example: Creating a report of ticket activity by group

Here's an example of a report that displays the tickets assigned to a group that remain unsolved after 48 business hours.

The Requester wait time in hours condition is the combined time that a ticket is in the New and Open states.

 

Comments

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Ted Ladd

Do you have any functionality relating to badges? For example, if a person posts several different (good) responses to a forum which receive lots of votes of confidence, I would love to mark their profile with a special tag ("Expert", etc.) and include a little badge in their profile picture. Adding this tag automatically through a business rule, in addition to manually, would be ideal.

Is any of this possible?

July 28, 2011 12:04
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Anton de Young
Zendesk

Ted, 

We do not currently have that feature. Please feel free to make a new feature request here: https://support.zendesk.com/forums/1848-feature-requests

August 11, 2011 13:57
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Jason Dugdale
datasiftsupport

Your "Notifying a group of a ticket assignment with a trigger" example will not work - it does not nullify any of the automation conditions.

July 10, 2012 08:36
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Joy Carletti
Zendesk

@Jason - It sounds like you may have tried to set it up as an automation. Try setting it up as a trigger instead. Those do not need a nullifying condition.  

July 10, 2012 10:35
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Jason Dugdale
datasiftsupport

@Joy - Sorry, I was referring to the wrong one. I was actually talking about "Example: Escalating tickets using group in an automation". None of the conditions in the automation are nullified, so it will not run.

I am looking to do something very similar - sending the assigned agent a reminder email if a ticket in a certain group has not been updated in over 48hrs.

July 11, 2012 10:08
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Stephanie Sjostrom
recombo

Is there a way to restrict or hide an agent so only certain people can assign tickets to them? Other than themselves, I just need the owner account to be able to assign them tickets.

October 25, 2012 09:30
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Marc Dale
topological

Is it possible to group users and send specific emails to groups via zendesk? for example

i have a new product that group 1 needs to know about is it possible to send to the group ?

December 05, 2012 01:16
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Dylan Purchase
Fulcrum

I created the Group "IT" obviously for our IT dept. When a ticket is assigned to that group it cannot be solved. Error msg: "Assignee is required to solve". Is this a rule I can get around? Thanks 

March 08, 2013 13:11
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Brandon K.
Zendesk

@Dylan: If you create a trigger that sets your ticket to Closed instead of Solved you would be able to bypass this requirement. We have a trigger with the condition 'Tag contains at least one of the following Close_Me_Now' and the action 'Status Closed' for the situations, like spam tickets, in which we need to get the ticket out of our queue without altering agent stats. If your issue is that you need to assigne the ticket to someone, could the person solving the ticket not assign it to themselves and solve? Or do you have someone in your IT group that would be able to assign it to themselves? 

March 08, 2013 13:27
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Neil Taggart
mckinneyrogers

I cannot do this in the new interface. Period.  Just clicking on the link and nothing happening.

March 14, 2013 15:16
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Jennifer Rowe
Zendesk

Hi Neil, let us know what you're trying to accomplish and maybe we can help you. When you click a link, something should happen. That doesn't sound right...

March 14, 2013 15:23
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Anton de Young
Zendesk

Neil, 

You can definitely add a new group in new Zendesk. I see that you opened a ticket about this. Our support team will help you work this out. 

March 14, 2013 15:27
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Audrey
liveintent

How can I allow an agent to assign a ticket to a group without the agent having to be a part of the group? My use case if I have Sales and Account Managers. Sales needs to be able to assign the Account Management team a ticket but then when a sales person does this the entire Sales and Account Management teams receive the ticket request. 

April 19, 2013 07:49
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Brandon K.
Zendesk

Hey Audrey,

When you say that the entire Sales and Account Management teams receive the ticket request, do you mean that an email notification is sent to all of these people? If you are looking to turn of a notification, you can look at the ticket's event log to see what trigger is sending out your messages and then go to Manage > Business rules > Triggers and modify or deactivate the trigger.

April 19, 2013 13:09
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Dylan Reichstadt
justintv

I have a group where only one agent is a member of that group.

When a trigger assigns a ticket to that one agent group, it will automatically assign the ticket to that agent. Is it possible not to automatically assign it to that agent and keep it in the group until that agent takes it?

June 11, 2013 18:42
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Laura D.
Zendesk

Hi Dylan, 

If a group has only one agent all tickets assigned to that group will automatically be assigned to that agent - it's not possible to change or work around this function. If this is impacting your workflow significantly you might consider adding another agent to the group (like an Admin or the Owner) who isn't likely to answer the tickets.

June 19, 2013 11:02
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Brad Harris
redray

Hey guys,

I'm also curious about Agent level Agents being able to assign tickets to other Groups that they are currently not in.  For example, we have 2 teams, Support and Repair.  I want the Agents in Support to only see the Support level "Views" and Tickets but I need them to be able to re-assign to Repair once the Support process is complete and vice versa.

July 05, 2013 09:07
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Brandon K.
Zendesk

Hello Brad,

There is a workaround that would allow you to do this through the use of a macro, group and trigger. What you would need to do is create a transition group that both sets of these restricted agents have access to. Tickets will not remain in this group for longer than a few seconds so you do not need to worry about agents seeing each others tickets here.

Next, create an escalation macro for each group that will add a specific tag, for example "Move_to_group_2", as well as setting the group as the transition group and removing the assignee.

Finally, you'll need to create a trigger that will look for tickets in the transition group and assign them to a different group depending on their tag. You will need one trigger for each direction of assignment. A sample trigger would have the ALL conditions set to 'Group is [transition group]' 'Tags include at least one of the following Move_to_group_2' and 'Assignee -'. Under the actions you should have 'Group [group 2]' and 'Remove tags Move_to_group_2'.

This will allow the system to escalate the tickets between your users while preventing the users themselves from seeing the actual tickets in each other's group. 

I hope I was clear enough!

July 05, 2013 14:06
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Joe Darracott-Cankovic
Smartjog

Hello,
I would like to know if I rename a group will I have to manually update all triggers/automations that use the group that was renamed?
Example : Group "Level 1" renamed to "Client Support" will the triggers/automations automagically take into consideration that the group was renamed and continue to function as usual.

Thanks.

November 25, 2013 05:27
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Emily
Zendesk

Hi Joe, 

Great question! Your business rules will automatically update the group name in this scenario, so they'll continue to function with the updated wording.

November 25, 2013 10:33
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Pedro Lopez
foodpanda

Hi, I would like to know how to order the different groups in my "People"-> "Groups" interface by my own order.

I´m searching for any option to reorder them without success. They order alphabetically.

Thanks in advance.

 

April 11, 2014 02:24
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Laura D.
Zendesk

Hi Pedro, 

There's no way to change the order of how Groups are listed in the Admin > Manage > People page, I'm sorry. 

April 11, 2014 16:33
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Xenia Chilkowich

Is there a way to mask group members within the Assignee list? We want to use a triage process and when an agent assigns a ticket we want them to assign the ticket to a group (e.g. Level 3 Support) rather than an individual within that group. Obviously the Level 3 Support group needs to have members and those members need the ability to assign tickets to each other--we just want to force members of other groups to assign tickets at the group level by only displaying that value. How would oen do this?

April 15, 2014 18:09
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Colin Piper
Telappliant

Yes, each Group contains a default "member" who is the group name. This is not an agent but a ticket can be assigned to that "member". In views it will show the assignee as "-" which is technically correct as the ticket has not been assigned to an agent. 

Your question though was how to force this to be used by other agents. This is not quite so easy and not possible out of the box. However a internet search for the string "group_control_app" may provide an answer. This private and unsupported apps claims to control which agents can assign to whom although I have never used it so I am not sure if it really will do what you want it to. 

April 16, 2014 00:23
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Xenia Chilkowich

Well I guess my real question is can I mask the group members in the assignee field? In other words I just want to list the group names and not the member. I see in some of the ticket form articles there is a group field that can be assigned to a ticket form? Can this be used in place of the assignee field?

 

April 16, 2014 08:57
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Colin Piper
Telappliant

Perhaps a different approach is needed. We use macros to move a ticket from one group to another. Using the macro (as below) will allow you to have total control. However you cannot hide the Assignee field so you would need to use education to say that this is the way to do things.

Macro:

Assign to 2nd Line

Perform these actions:

Ticket: Group       2nd line Support

Ticket: Status    Open

April 16, 2014 09:02
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Laura D.
Zendesk

You beat me to it Colin :)

Macros are exactly how we move tickets from one group to another - they're easy and accurate, plus they can add tags, private comments anything the receiving group might need. 

April 16, 2014 09:08
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Xenia Chilkowich

Ok I'm not sure I'm being clear.. I don't want to automate assignment, I want to eliminate the possibility that an agent can choose who within a group to assign a ticket to. For instance, rather than expanding the group named Level 2 and choosing Bob, I want to force the agent to assign to the GROUP called Level 2. The easiest way to ensure this is to only display the Level 2 group in the Assignee field without the ability to expand. The agent may need to assign to other groups, so that is not the issue. The issue is they should not decide which individual to whom the tickets is assigned; this is done by the triage person for each group. THAT person reviews all tickets assigned to the group and they expand the list to assign to the individual.

April 16, 2014 09:16
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Colin Piper
Telappliant

You cannot do anything about the Assignee field. It is what it is so it cannot be changed.

If you educate your agents that the way to move tickets between queues is with macros then you will get what you want. 

April 16, 2014 09:19
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Xenia Chilkowich

Ok can someone just simply answer this question. Can I or can I not choose to display just the Group name in the assignee field? Telling me what is doesn't help because I don't know what is. I only know what I currently see.  In the help guide the ticket form references two different fields. group and assignee as below.. If I cannot limit the ability to expand the group name to show and select individual members can I add the group field as a distinct field and use that to assign a ticket or not?

 

Group A support group can be assigned to a ticket. By selecting a group, you also

determine which of your agents can be assigned to the ticket. For example, if

you select the Level 2 support group, you can then only assign an agent that is a

member of that group.

Assignee Required. The assignee is the agent assigned to the ticket. The assigned agent can

be changed at any time. If you also assign a group to the ticket, this determines

what agents can be assigned to the ticket.

April 16, 2014 09:33
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Laura D.
Zendesk

Xenia, 

You cannot hide information in the Assignee field. 

We recommended using a macro because that's a simple way to only set a Group and not a specific assignee within the group. It also eliminates the chance for error on an agent's part.

An assignee is only required when solving a ticket. Until a ticket is solved it can be unassigned, or assigned to just a group. 

April 16, 2014 09:41
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Xenia Chilkowich

But the recommendation was to create a macro that designated which group to assign a ticket to. Are you saying it is possible to create a macro that somehow only displays group names?

April 16, 2014 09:44
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Laura D.
Zendesk

Sorry for the confusion. On a ticket information in the assignee/group field cannot be hidden, all of it will always show in the field.

When creating a macro though, you can create one that just sets a group like this:

Screen_Shot_2014-04-16_at_9.50.55_AM.png

In a macro, setting a Group and an Assignee are two separate actions.

Since all of the information in the assignee/group field on a ticket is always available, an agent could run the macro that sets just the group and then they could make an alternate selection in the field - that can't be prevented. If the macro sets the field to what it needs to be though, they shouldn't need to worry about the field. 

April 16, 2014 09:58