Creating, managing, and using groups

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83 Comments

  • Molly
    Zendesk Customer Success

    Hey Emma,

    This actually sounds like a great opportunity to use Organizations. Organizations are a great way to segment your customers and with domain mapping you can do the exact thing you're looking for. By entering an @domain into the domain field, any new user with that email domain will automatically be added to the org. More about organizations here: Creating organizations

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  • Melysa Cheatham

    Hello,

    I am new to being the administrator for our account and we have some inactive groups that I would like to delete. I just want to clarify that if I delete the group then all solved tickets from the group will not be affect correct?

    Thank you,

    Melysa

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  • Heather Rommel
    Community Moderator

    Welcome to Zendesking, @Mcheatham!

    You may want to wait for the Solved tickets to go to Closed status (you can adjust the time frame in your list of Automations).

    ...And then delete the group(s).

    This way the tickets will keep their original group assignment and the reports will be unaffected.

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  • Melysa Cheatham

    Perfect. Thank you! The groups have been inactive for about 4-6 months so I think all tickets are in the closed status.

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  • Tom Crooks-smith

    Is it possible to create groups for your users rather than for your agents? For example to group all the users who have given feedback on a certain issue to easily identify and interact with them later on?

    Thanks.

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  • Brett Bowser
    Zendesk Community Team

    Hi Tom,

    You can add users to Organizations however they cannot be added to groups as agents would.

    If you purchased the Customer Lists Add-on you can define a group of users with a set criteria as mentioned in the documentation I attached.

    Keep in mind that this is only available as a purchased feature on the Professional and Enterprise plans. If this is something you're interested in you can also reach out to your AE for additional information.

    Hope this helps!

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  • John Barnaby

    Hey! You may try this free app Proactive Campaign.

    It allows grouping contacts and send mass emails right from Zendesk.

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  • Vanessa Phillip

    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!

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  • 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!

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  • Nicole S.
    Zendesk Community Team

    Hey Ashley -

    Assignment Control is one of the Labs apps that we will be turning into an official Zendesk app. It's tentatively scheduled to return this coming fall.

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  • 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!

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  • Brett Bowser
    Zendesk Community Team

    Hey Miriam,

    Instead of making Group A agents part of Group B, would giving Group A access to all tickets be out of the question? That way you don't have to worry about reporting data being altered.

    The other option would be to install the Five Most Recent app on your account which will show the customers 5 most recent tickets the user has submitted. That may help make your agents more aware of what tickets are being submitted by your customers.

    You may also want to look into the Customer Context feature that was released not too long ago. This will provide some visibility on customer interactions for your agents.

    Let me know if you have any other questions :)

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  • Andrew Ameduri

    Does assigning a ticket to a group count as the "First Assignment" for a ticket?

    I am curious as the First Assignment Time (hrs) is defined as "The time in hours between when a ticket was created and the first time it was assigned to an agent." and am curious if the assignment to a group count as the ticket first assigned event

     

    Thank you,

    Andrew

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  • 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!

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  • Jean Cesar Martínez

    Hi

    My question is regarding Groups, Support levels and Business Units..

    We started using zendesk a couple of months ago with a single business unit and we had a group for each support tier or level (L1, L2 and L3). Everyone had Access to All tickets since they were all from the same Business Unit.

    Quick note: In general, Support L1 receives all support tickets from all business units. If they cannot handle it, they will refer to the corresponding L2 support team and if the L2 is not able to handle it, they will assign it to the corresponding L3 support team.

    So... now we have 4 additional Business Units in Zendesk. So we created a group for each support level in each Business Unit. For example:

    Business Unit 1 (BU1)
    BU1-Level 1, BU1-Level 2 and BU1-L3

    Business Unit 2 (BU2)
    BU2-Level 1, BU2-Level 2 and BU2-L3

    etc.

    We do not want agents from a Business Unit(BU1) to view tickets from another Business Unit (BU2) at any level. However, we do want agents from L1, L2 and L3 *of the same Business Unit* to view each other tickets.

    We changed the Agent's Access to Tickets in agent's group only.

    The first issue we encountered was that agents could not view or assign tickets to agents in a different support level because they were in a different group. Of course, this happened because the agent's access level is set to Tickets in agent's group only. So, we worked around this by adding agents to multiple groups within the same BU. For example, a level 1 agent now belongs to the L2 and L3 groups. The problem with this approach is that now if an L1 agents wants to assign the ticket to let's say James from L2, James' name appears 3 times in the assignee dropdown. One for each group he belongs to.

    If you have read until this part, thank you ^^

    Now my specific questions:

    1. Is there a better way to handle support levels and business units?
    2. Do I have to separate those two?
    3. Anything?
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  • 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!

     

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  • Jean Cesar Martínez

    Thanks for the reply Heather!

    My concern with allowing users to see all tickets is that when they go to their main page, (house icon in the web interface) to view their Open tickets, they will also see other agents Open tickets.

    I want agents to easily view which tickets they need to really pay attention.

    Is there a way to allow agents to view all tickets and at the same time allow them to focus on tickets assigned to them?

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  • Katie Dougherty
    Zendesk Community Team

    Hi Jean Cesar Martínez,

    I'd like to offer a suggestion that your users can create their own personal views!

    A user can configure their view in their Settings > Views > Add View. I would suggest they create a view where "Status = Open" and "Assignee = User Name".

    A simpler option is to use our default view. Click on "views" then click on "My Working Tickets". Or you can click on the house icon and then "Open Tickets."

    Here is our support article - https://support.zendesk.com/hc/en-us/articles/203690806-Creating-views-to-manage-ticket-workflow

    Katie Dougherty
    Customer Advocate | Zendesk Sell CRM

    Visit our Support Center

    Contact us:
    +1 888-670-4887
    support@zendesk.com

    (Mo-Fr, 8am-5pm, Pacific Time)

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  • 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)?

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  • 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.

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  • Francois S

    Hi All,

     

    Is it still not possible to assign to other groups from when the Agent isn't in that specific group ? 

     

    Because we can bypass that by giving access to all groups to the agents, but its not a clean solution. 

    And it has as issue that the Agent is disturbed by all the different views that doesn't bother him. 

     

     

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  • Aditya

    Hello!

     

    I had the following queries:

     

    1. If I just change a group name (eg., Support to Support Tier 2), would I need to manually update all triggers and automations that were linked with Support?

    2. Would the above change have an impact on the reports in Explore? (Note: I do know that deleting a group causes all tickets < Closed to be unassigned).

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  • Simon Blouner
    Community Moderator

    Hey Aditya

    1. Changing the group name should not affect your triggers and automation using that group as a condition or action.

    2. The impact would depend on the way your queries have been building. If you in any way is calculating the exact group name, it would impact those metrics. A general recommendation would to always report on the group id in your metrics, as the id doesn't change even though you're changing the group name.

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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