Grouping Groups / Add Hierarchy to groups
We just started with Zendesk and it is going great, in fact it is going so good that our launch plan needs to be overthrown.
More and more groups are being created every day (and yes, we need them all). Is there a way to structure them? Like this is the IT department, and this is sales and each of them has like 5 subgroups?
I've seen that hierarchic organizations is coming to Sell, would be awesome if it would also come to Support.
No updates for group hierarchy at the moment. Here is a similar thread where I've been updating.
Hey, Mark -
This is something we're investigating, but I don't know when this might happen, or what form it would take. Definitely a common point of feedback, and something we're keen to take on.
Max is there any change since ?
Is subgroup of agents possible now ?
Is there a timeline for this feature? Or an app in the marketplace that help with this?
I don't have any updates regarding hierarchy of groups for you but would love to learn a little more as we're building out our roadmap. How are you currently structuring your groups? How would you use a hierarchy and what are you expectations around permissions for the hierarchy of the groups?
The requirements I have so far would be:Group 1 = Manager 1 + Team(A + B +C)Sub Group 1.1 = Team ASub Group 1.2 = Team BSub Group 1.3 = Team CGroup 2 = Manager 2 + Team (D + E + F)Sub Group 2.1 = Team ASub Group 2.2 = Team BSub Group 2.3 = Team CGroup 3 = Escalation Mgr + Exec + Manager (1 + 2)
Thanks TJ. Could you expand on what your expectation would be around permissions for each of the subgroups? What would be the primary benefit of subgroups to your organization?
Group 1 = Manager 1 + team
Group 2 = Manager 2 + team
Group 3 = Manager 3 + team
Group 4 = Manager 4 + team
Group 5 = Manager 5 + team
Group 6 = Director + Groups ( 1 to 3)
Group 7 = Exec + Group ( 1 to 6 )
Benefit: Reporting on Csat, sla, closures, ticket stats, escalations etc.
Since groups are all flat, if an exec wants to view this report, he would have to view it per team, but this way it allows for a drill down into his organization. Also granularity on groups and subgroups with tags for specific regions/locations. Tagging doesn't exist for groups at this time.
Being able to run a report for a product for a team based in Europe or EMEA+APJ or NA + EMEA is something we are looking for.
As far as permissions are concerned, I haven't really thought about it yet and I am willing to discuss over a call if needed. We have a CSM assigned to our account who I was introduced to yesterday and we can coordinate a meeting. I will discuss it with my Zendesk admins as well and add more about permissions next week.
Any updates to this?
Adding groups to groups can be useful flexibility for admin purposes. Please consider!
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