Creating, managing, and using groups Follow

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18 comments

  • Avatar
    Emily Littlefield

    Is there a way to hide Groups so users can only assign tickets to a sub-set of groups? We are growing in leaps and bounds and the number of groups is getting large, so in order to streamline the options for certain agents it would be great to be able to tie certain groups together so that they see each other but not all of the other groups in our instance.

  • Avatar
    Wes Drury

    Hi Emily - Check out the Assignment Control App.  It won't do everything you are wanting but it will hide groups from other groups.  I use it and it works very well.

  • Avatar
    Kris Lowet

    I am missing the option "Agent can assign ticket to any group" ... Is that option replaced by something else?

    Thanks

  • Avatar
    Graeme Carmichael

    Kris

    On the Enterprise Plan, the 'assign ticket to any group' is set in the Agent Role. It only displays when an Agent has access to all tickets within their groups.

    For other ticket options, it does not apply.

    I am not sure if it displays on other plans.

  • Avatar
    Kris Lowet

    Hi

    I don't see that option in pro-plan.

    Thanks for your answer

  • Avatar
    Max Mulsch (Edited )

    Is there a way to hide certain groups? For instance I have 3 groups:

    1. Admin group
    2. Approval group
    3. Deployment group

    My agents are able to reassign tickets to other groups, however I don't want them to be able to reassign tickets to the admin group.

    Is this possible, and if so how do I do this?

    I know you can give access to certain groups, however I don't want the deployment team to be able to see the tickets within the approval team.

    Thanks in advance!

     

  • Avatar
    Max Mulsch

    Nevermind, I've figured it out. I just need to create new views for certain groups.

  • Avatar
    Wes Drury

    @Max - If you want to completely hide the Admin Group from the other groups then you need to install the "Assignment Control" app from the MarketPlace.  Its under the "Zendesk Labs".  We use this so our Help Center team can't forward tickets to our Web Development Team.  It should work perfectly for your scenario. 

  • Avatar
    Sans Montecillo

    Hi guys,

    I want to escalate a ticket to another group / assignee. My question is, how will the original agent (who re-assigned the ticket) get notified with any new public comments on the ticket?

    For example, I handle Frontline Support. I re-assigned my ticket to another team for verification of the issue. While that other team / assignee is investigating, the client sends a response that I need to respond to. The new assignee is not supposed to respond.

    Is there a way for me to still get notified with updates on that ticket? So I can still respond when needed.

  • Avatar
    Nilo

    Hi,

    This is not working.

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

     

    Please advise. Thanks!

  • Avatar
    Jessie Schutz

    Hey Ranilo!

    Can you give us more details about what exactly isn't working? A screenshot of your trigger would be helpful, too.

  • Avatar
    Nilo

    Hi Jessie, 

    You can refer to ticket id  #2518935 and #2502438 

     

    Thanks!

  • Avatar
    Edu Legaspi

    Hi!

    I'm trying to change the default group of a user in a trial account but it seems that step 3 under Changing the default group topic is not working. Did I miss any steps or configuration?

    Thanks!

  • Avatar
    Jessie Schutz

    Hi Edu!

    In step 3, you need to select the new group before it will show up in the drop-down menu to be made the default.

    So, if your agent's current default group is Group A, and you want to change it to Group B, you need to make sure that Group A and Group B boxes are selected. Then, go down to the Default Group dropdown menu and select Group B as the default. From there, you can leave the agent in Group A, or you can uncheck the Group A box.

    Does that clear it up?

  • Avatar
    Edu Legaspi

    Yup, it's now working. Thanks for the help Jessie.

  • Avatar
    Jesse Hobby

    Hi All, we have the team plan, and I am wondering where I can set the  Agent can assign ticket to any group like on the enterprise plan. I have Allow re-assignment back to the general group enabled but it still is not allowing a user to assign to a different group. Thanks for your help,

     

    Jesse

  • Avatar
    Jesse Hobby

    disregard, must have been some refresh issue, as it is resolved now. Thanks

  • Avatar
    Nicole Relyea

    Thanks for the update, Jesse. Glad it resolved itself!

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