Creating, managing, and using groups

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74 Comments

  • Mohammad Hamdan
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    Hi everyone,

    I am trying to set up a new group with its own agents and views, where I'm trying to make a new support level ( calling it Level 1 support ) and those guys are the ones who would be escalating any tickets to the other support groups.

    We are trying to keep the views ( shared views ) only the group views, so each agent would create the views he /she wants in his/her own account.

    I went through some of the comments and suggestions here and there and I installed Assignment Control, but i cant really understand how would that app do this functionality since you have to fill :

    Hidden Users
    Hiden Groups
    Targeted Users
    Targeted User Tags
    Targeted Organizations
    Targeted Groups

     

    but doesn't really show, what to show or what not to show for an agent/ group.

    Could you please assist with this settings ?

     

    Thank you.

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  • Sore
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    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?

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  • Jessie Schutz
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    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!

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  • James Sanford
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    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.

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  • Mohammad Hamdan
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    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?

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  • James Sanford
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    Hey Mohammad!

    I'm going to create a ticket so we can look into this workflow in greater detail for you.

    Keep an eye out in your email for that communication!

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  • Jessie Schutz
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    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!

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  • Cedric Jacob
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    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

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  • Heather Rommel
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    @Cedric,

    Very neat app! I wish it was free, I'd love to use it. 

    I wonder if you could do the same thing for Brands rather than Groups.

     

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  • Cedric Jacob
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    @Heather R

    Thanks Heather,

    I still have a huge list of planned features and feature requests to go through :)

    Every update should bring another option / feature including the one you mentioned. 

    Always good to receive feedback. 

    All the best!

     

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

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  • Jessie Schutz
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    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.

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  • Erin Slovitt
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    Hi,

    What will happen to my tickets (any status) if I delete a group? The group is indicated in the ticket assignee (i.e. "Customer Service/Jane Doe") so I would like to know how deleting the group would impact the ticket (i.e. would it become unassigned or assign to another group automatically?). I have a group that I need to delete because the workload is being absorbed by another group and there are still many tickets that are assigned to that group. 

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  • Heather Rommel
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    @Erin,

    In my experience all New, Open, Pending, On Hold and Solved emails assigned to that group will become unassigned.  You probably want to create a view that shows all tickets in all statuses (except closed) belonging to the group you want to delete, and use the multi update (checkbox and click edit on the top right) and bulk-reassign these tickets.  

    Might I suggest keeping the group in place so your reporting stays intact for the historical/solved/closed tickets? This way you just reassign the in flight tickets and everything else stays where it should...

    If you need to go one step further because you don't want anyone to assign to the unwanted group, you can create a trigger for when tickets are assigned to that group, it auto-assigns to the new group- and perhaps send an email to the current user explaining why....

    I hope this works out for you!

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  • Jessie Schutz
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    Hey Erin!

    I strongly recommend following Heather's suggestions here! It's a much cleaner way of handling the transition and will prevent any problems with reporting. You can always delete it later when the new workflows have had a chance to take root.

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  • Eric Norris
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    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!

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  • Graeme Carmichael
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    Eric

    It is not possible to create sub groups in Zendesk. However, if you use a consistent naming convention as in your example, that will help with searching and reporting.

    For example, in GoodData you can filter dashboards by typing 'Europe' and the matching options will display. You can create predefined saved views to show related groups.  And custom metrics can associate groups starting with the same text using the LIKE operators.

     

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  • Alexandra
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    Hello!

    Is there a possibility to change the group for an agent from the iOs app? I am often on the go and not always on the desktopversion of Zendesk. Sometimes my agents need to change groups because of shifting workload during the workday. Is there a way of doing this?

     

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  • Nick Dushack
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    Hi Alexandra!

    The iOS and Android apps for Zendesk are meant more for triaging and replying to tickets as opposed to managing your account settings. At this time, there are no plans for adding such a feature to the mobile applications. Therefore, I would recommend submitting a feature request through our Product Feedback forum as it's the best way our customers' voices can be heard regarding feature requests and product changes. Let us know if you have any other questions.

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  • Milo Convery
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    Hello!

    Is it possible to have a view that shows all assigned tickets within one group? Currently I can only show either my assigned tickets, or all groups assigned tickets.. The below is what I am currently using and it shows everyone in my brand, if I add the group field it will not display anyone! 

    Any suggestions would be much appreciated :) 

     

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  • Heather Rommel
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    Hard to say without knowing your instance better but I would imagine if you want to see just tickets in your group, you should remove the Brand and just have Ticket: Group is xxx Group.

    UNLESS you have more than one brand sending tickets to that group and need to narrow it down to the WFM brand?

    If taking out the Brand condition and adding the Group condition doesn't work, let us know and we'll try something else!

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  • Heather Cook
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    Hi Team,

    I can see that using the API I can easily get a list of groups and their created date. But how do I easily get a count of members by group? For example the group "support" has 5 members and was created 23/06/2015.

    Thank you

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  • Amie Brennan
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    Hi Heather,

    You can look at using the Group Memberships API here instead to obtain a tally count of the member in each group. 

    You'll need to do this in a 2 step part to get the tally as there's no single API call which can show the tally for you for all groups in one go. 

    1. You can run the List group memberships API call here. This will give you a list of all users and the specific group id. The screenshot below is from my test account. I've got 2 different groups in my account and you can see this API call shows the 2 different group ID's which my agents are associated too.

    2. Next you can run the group ID membership API call after you've obtained the specific group number: 

    GET /api/v2/groups/{group_id}/memberships.json

    It will then display all of the agents associated with that group, as well as a tally count at the bottom. The screenshot below from my test account shows you where you can find the tally count at the bottom. I have 3 agents in this particular group in my test account. 

    If you need to do this several times for multiple groups, you can either do it manually; or you could look at creating a script which will do steps 1&2 for you automatically. 

    Hope this helps you with getting the tally you're after here. :)

    Best,

    Amie 

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  • Mai Elmenyawy
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    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 ?

     

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  • Jessie Schutz
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    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

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  • Grzegorz Ksiazek
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    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

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  • Nicole - Community Manager
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    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!

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

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  • Nicole - Community Manager
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    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.

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  • Emma Cate
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    Hi,

    If an end user wanted to see all tickets coming from the same @example.com address could this be done with groups? It seems like groups only cater to agents, but is there any way to do this for end users? Sort of like automatically adding a person as a CC if the ticket originates from a specific address.

    Thanks

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