Creating, managing, and using groups Follow

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26 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.

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    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. 

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    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.

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    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?

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    Edu Legaspi

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

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    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

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    Jesse Hobby

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

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    Nicole Relyea

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

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    Daniel Petersson

    Can I create an internal group for agents for the sole purpose of reporting.
    I have one support organization divided into two (or perhaps soon three) subgroups, they work out of the inbox so they have to be part of the "real" ticket group which we call 'Support' but I wan to divide this into subgroups - let's call them Support1 and Support2. 

    I do not want a separate inbox/view for each group. I just want more internal structure which agent is part of which group and be able to generate reports based on the group performance instead of (like now) have to check each seperate agent to review Support1's performance.

    Just adding a new group didn't seem to work since I can't choose this group under reports.

  • Avatar
    Nicole Relyea

    Hey Daniel - 

    Apologies for the delayed response! You should be able to create as many groups as you want and Agents can belong to multiple groups. It can take up to 24 hours for everything to sync, so if you don't see a new group in your reports dropdown right away, give it a day and see if it populates. 

    Hope that helps - let us know if you've got the problem solved or if you have more questions. Happy reporting!

  • Avatar
    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?

  • Avatar
    Jessie Schutz (Edited )

    Hey Daniel!

    If there are no tickets assigned to that group there won't be any data for Insights to pull in, so there won't be anything to see in Insights.

    Can you confirm whether there are any tickets assigned to the group in question?

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    Daniel Petersson

    Hey!

    There is no tickets assigned to the newly created group (i.e. Support1) and there is no intention to have either, the reason for this is for the sole purpose of reporting. 

    Today I have all my agents under the group 'Support' with it's corresponding view/inbox - however, the group is really divided into two subgroups in the business - both with it's own supportmanager. Both these managers want their own groups KPI's and in order to get that through insight I have to choose all the agents for group 1 manually. 

    I suppose I could do a customized report (which I am also trying to do) where I add all the specific agents that is included in each group but then I will have to maintain these groups for all future because of people quitting and new people getting hired.

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    Jessie Schutz

    Hey Daniel,

    think we do something similar with our Tier 2 advocates. They work in squads that are each focused on a different part of the product and it looks like we created a custom attribute to report on each squad's activity. I'm going to touch base with one of my Insights gurus and see if I can find more information...we won't be able to build it for you, but hopefully I can give you some guidance. Stand by!

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    Jessie Schutz

    Hi Daniel!

    I was able to get some confirmation on how we do this. 

    We have an "About" dropdown field that has to be populated before a ticket can be solved; it basically records what the customer submitted their ticket about. 

    We have an additional custom field called "Squad Focus", and a trigger that populates that field based on the About field when a ticket is solved. 

    Pretty straightforward, actually! This is how we report on specialized product focus while keeping our T2 advocates in the same Group.

    Let me know if you have any other questions!

  • Avatar
    Heather R

    Sorry if this is somewhere else, I can't find it. Where do we find the Group ID?

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