• Offizieller Kommentar

  Alina Wright

  • 18. November 2021 22:29

  Zendesk Product Manager

  Hi Riah,

  No updates for group hierarchy at the moment. Here is a similar thread where I've been updating. 

• Max McCal

  • 19. März 2020 20:19

  Zendesk Product Manager

  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.

• Pluriell SRL (EMEA Partner EUR)

  • 12. Juli 2021 11:57

  

  Hello,

  Max is there any change since ?
  Is subgroup of agents possible now ?
  
  Kind regards

• TJ Pais

  • 25. August 2021 23:04

  Is there a timeline for this feature? Or an app in the marketplace that help with this?

• Alina Wright

  • 26. August 2021 16:12

  Zendesk Product Manager

  Hi both,

  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? 

  Thank you!

• TJ Pais

  • 26. August 2021 22:31

  The requirements I have so far would be:

  Group 1 = Manager 1 + Team(A + B +C) 

  Sub Group 1.1 = Team A

  Sub Group 1.2 = Team B

  Sub Group 1.3 = Team C

   

  Group 2 = Manager 2 + Team (D + E + F)

  Sub Group 2.1 = Team A

  Sub Group 2.2 = Team B

  Sub Group 2.3 = Team C

   

  Group 3 = Escalation Mgr + Exec + Manager (1 + 2)

   
• Alina Wright

  • 27. August 2021 15:48

  Zendesk Product Manager

  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?

  Thanks!

• TJ Pais

  • 27. August 2021 20:52

  Hi Alina, 

  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.

• Riah Lao

  • 8. Oktober 2021 21:57

  Any updates to this?

• Barry Celliers

  • 21. Juni 2022 07:02

  Hi there, 

  Adding groups to groups can be useful flexibility for admin purposes. Please consider!

  Thanks!

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