Creating, managing, and using groups

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83 Comments

  • Grzegorz Ksiazek

    Hi there,

     

    With GDPR and globally spread support agents we have to work out a way to make sure that customers who requested data processing only within EU cannot be processed by Agents located in other regions.

    I believe you could achieve this through mixture of groups and automation. Do you have a detailed guidelines on how to achieve this best?

    So far we have simply tagged the customer's organisation but this is prone to human error.

     

    Many Thanks,

    Grzeg

    2
  • Jessie Schutz
    Zendesk team member

    Hi Heather, sorry for the mega-delayed response here!

    In the agent interface, you can get a Group ID by going to Settings > Manage > People > Groups, and right click/copy link on the name of the group you need the ID for.

    Otherwise, you can pull Group IDs using the API: Groups - Core API.

    Let us know if you need anything else!

    2
  • Ashley Russell

    It looks like the "Assignment Control" app that is mentioned multiple times in these responses is no longer an app. Was this capability built in zendesk or is there an alternative? Thanks!

    1
  • Miriam

    Hi there!

     

    We use two main groups to separate our two different support teams - team A and team B. Unfortunately, we run into the following issue of:

    -support team A seeing two tickets from the same user where ticket #1 is assigned to group A but the second ticket is assigned to team B and therefore, group B. As we all know ticket access for tix #2 is not possible for agents in group A. I would make group A members of group B but I'm afraid this will mess with our Historical Backlog by Group report. Any advice on how to handle this issue? Thank you for your help!

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Andrew,

    Ticket first assigned will only track the time from ticket creation to the time a ticket was assigned to an agent. This will not factor in when a ticket has been assigned to a group.

    Let me know if you have any questions!

    1
  • Cedric Jacob

    Hey guys,

    if you were wondering how to set a different signature for each group in Zendesk.

    My new Signature 4 Groups app might be helpful here.

    It allows admins to set one signature per group using any placeholders as well as HTML for formatting.

    https://www.zendesk.com/apps/support/signature-4-groups/

    Let me know if you have any questions. I wrote a small blog-post about the app here:

    https://www.cedricfjacob.com/viewpost.php?post=setting-a-different-agent-signature-for-each-group-in-zendesk

    1
  • Mai Elmenyawy

    Hi,

    Is there any way to add multiple people to a group at a time not to add the check mark one by one next to each name?

    Like press on Shift to select multiple names with the same mouse click ?

     

    1
  • Jessie Schutz
    Zendesk team member

    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?

    1
  • Nicole S.
    Zendesk Community Team

    Hi Arlene -

    It depends what you are trying to accomplish with said group. You can create a user segment which allows you to restrict content visibility in your Help Center, among other things.

    What do you need the group for? That information may help us give you a more accurate answer for what you're trying to do.

    0
  • Sore

    Hello

    I could really use an option to further regulate the user rights within groups/roles.

    My scenario is that I have a bunch of "Team Leader" users. I would like these guys to add/remove agents in groups, but I do not want to allow them to Create new groups, or delete groups.

    I don't see this is possible on roles. All I can see is "Can add or modify groups & organizations" which is really "all or nothing".

    Any tips?

    0
  • James Sanford

    Hey Mohammad!

    The Assignment Control app will only hide the option to assign to specific users or groups for Agents in the ticketing window.  It would not have any impact on Views which is what it sounds like your question is asking.

    0
  • Mohammad Hamdan

    Thanks Jessie and James.

    James, Yes I am actually trying to do that for the views.

    Can we only display the "groups" in the views and once you click on the group, a drop down would appear including all the members of that group?

    0
  • Jessie Schutz
    Zendesk team member

    Welcome to the Community, Mathieu! I'm checking with some of our Insights experts to find an answer on this for you. Stand by!

    0
  • Graeme Carmichael
    Community Moderator

    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.

    0
  • Nicole S.
    Zendesk Community Team

    Hi Grzegorz,

    You're correct that leveraging groups and business rules is the best way to deal with this issue. Unfortunately we do not yet have a best practice to recommend or documentation on how to set this up. But, you could post in the Q&A topic in the community and see if any other users can help you sort it out!

    0
  • 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. 

    0
  • Max Mulsch

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

    0
  • Jessie Schutz
    Zendesk team member

    Hi Mai! Welcome to the Community!

    I'm afraid it's not possible to do what you're describing, but there are a couple of other ways to bulk update users in Zendesk. We have an article on it here: Bulk updating users

    0
  • Jessie Schutz
    Zendesk team member

    Hey Mohammad! Welcome to the Community!

    I'm not sure how to answer your question, so I'm checking to see if there's someone who might have some insight into this for you. Stand by!

    0
  • Jean Cesar Martínez

    I think I found a solution to my pain.

    I can create a trigger that assigns New tickets to the Group that handles New tickets. That way other agents in other groups will not see New tickets by default since the Home button shows only My Open and My Group Open tickets, not the New tickets.

    0
  • Jessie Schutz
    Zendesk team member

    Hi Eshmeet!

    Reporting is generally meant to give you insights into Ticket data, rather than User data. That being the case, I'm fairly certain it's not possible to get that information in a report. You can see the number of agents in each of your groups by going to Admin > Manage > People > Groups. This will show the list of all your groups with the number of agents in each one in parenthesis. You can also pull this information out using the API.

    0
  • Eric Norris

    Hello,

    I was wondering if it was possible to create sub-groups. For example, I have a team in Europe that handles various languages for that region. I currently have a 'Europe Agents' group where I assign ticket to. Is there a way to create sub-groups of that 'Europe Agents' group such that I can have 'Europe Agents: FR', 'Europe Agents:DE' but that they are all still considered as part of the 'Europe Agents' group. Thanks!

    0
  • Heather Rommel
    Community Moderator

    Hi Jean Cesar Martínez,

    You've hit a limitation that many of us face in setting up our Zendesk. The way permissions are set up in Zendesk is a little funky.  

    Most accounts I've encountered end up deciding to unrestrict the tickets - allowing all Agents to see all tickets.  If that's not a decision you're comfortable with, I'd suggest:

    Have people assign to Groups, not people if at all possible. 

    You should be able to make a series of macros to escalate tickets. I haven't tested this in a while with the permissions set to restrict to group, but you should, as admin, be able to make macros available to the group. Escalate to L2. Escalate to L3. 

    Then your Agents in those L2 and L3 groups would go in and "take" the tickets and work them as per usual. 

     --- IF this doesn't work because the permission restriction doesn't allow the macro to reassign- I would take the same macro, remove the assign to group action and add a specific tag  like BU1L2. Then create a trigger that reassigns any ticket that gets updated and has the BU1L2 tag to the L2 group.  

    Hopefully that will work for you!

     

    0
  • Eshmeet Singh

    Is there a way we can create metrics or report to count the number of agents in a group?

    0
  • Jean Cesar Martínez

    Thanks for your reply Katie!

    I think the way to go right now is to:
    1) Allow all agents to view all tickets.

    2) Keep our Group's support level structure (L1, L2 and L3 for each business Unit)

    3) And, create custom views for groups and agents

     

    My only pain is that with this config all agents will see New tickets when we have a specific group that handle New Tickets.

    Is there a way to address this(new tickets)?

    0
  • Jesse Hobby

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

    0
  • Jessie Schutz
    Zendesk team member

    Hi Sore!

    Are you on the Enterprise plan? If so, you have access to custom roles, which will allow you to create the level of access you want for your Team Leaders. When you go to create the new role, under the People section, give the role permission to add and edit users. This will allow them to add a user to a Group. As long as you don't check the Can add or modify groups & organizations, they won't have any control over the groups themselves.

    You can find out more about custom user roles here. Hope that helps!

    0
  • Arlene Washington

    Is there a way to create a group of End-Users?

    0
  • Daniel Petersson

    Hello! No worries.

    It still does not work however, I created a group after my last reply and added several agents to this new subgroup.
    Under Reports - Insights - "Insights - View only" - Ticket group I cannot choose this new subgroup even though it has been almost a month.

    I assume this is because no tickets are assigned to the agents under the newly created group.
    When assigning tickets to a specific agent you can choose under which group-affilitation it should be sent, i.e assign to:
    Support/Daniel
    Customer Service/Daniel
    Support1/Daniel

    Since no tickets are assigned to this new "Support1" can I really get the reporting to work and if so how?

    0
  • Hi there,

     

    Do a number of different groups still feed into the same overall CSAT score? Or can a different group (who is not part of CS but a different part of the organisation) have it's own separate CSAT score?

     

    Thanks!

    0

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