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About the Groups page



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Jun 21, 2024


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16 comments

Hello! Is it possible to add a filter by custom groups in a dashboard? For example I have a separate group for all agents of our outsourcing partner and I want create a separate dashboard for them so that they can see their stats but not stats of other custom groups. thanks

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If we are building out our Organizations groups, can we just allow groups to see only what that group has assigned to it. For instance we want the default group to be the catch all but assign tickets to groups based on their roles. IE website support not seeing customer return's tickets, and subsequently base the reporting off the individual groups?

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Hi, the first section on how to access the groups page is incorrect. The instructions say: 

To open the groups page

  • In Admin Center, click  People in the sidebar, then select Team > Team members.

But this brings you to the team members page. I beleive the instructions should say:

  • In Admin Center, click  People in the sidebar, then select Team > Groups.

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Elizabeth Williams

Zendesk Documentation Team

Thank you for the feedback! I've updated the article with the correct navigation instructions (Team > Groups). Thanks!

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My groups page looks different as of about a week ago. It's no longer ordered alphabetically but rather kind of reverse alphabetically with the exception of two groups whose positions in the list appears to be random. I also don't have the ability to re-order this page. I'm hoping the are more updates coming for this page. 🙏

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Colleen Hall

Zendesk Documentation Team

Hi Ronald,

Zendesk introduced an update to the Groups page last week. Groups are ordered by the most recently updated or created group. Please see the announcement for more information and follow along as we continue to make improvements!

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Thanks Colleen!

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Are there more updates coming to this page? The order by most recent update is not working for me. We have many groups and it is really hard to find the ones I'm looking for when I cannot order them alphabetically.

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Colleen Hall

Zendesk Documentation Team

Hi Jessica Strozyk and Ronald,

I'm happy to share that the Groups page was updated earlier this week and you can now sort your groups by group name or the number of group members!

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It appears that if a person belongs to our US group and receives a chat, they are not able to transfer it to a member of another group (say, the Canadian Group) - the chat is cut off and the interaction comes to a close. Is this the expected behaviour? Can we not hand off chats between groups?

 

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Dane

Zendesk Engineering

Hi Derek,

If you are using Messaging, this should allow for a continuous conversation. It's also possible to transfer in live chat just make sure the department/group is enabled for it if you are using Agent Workspace. 

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I'm trying to use the Field Manager app (awful) as a replacement for Tag Locker (lovely).  I need group ids to make Field Manager work, where can I find these please?

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Mike DR

Zendesk Customer Care

Hi David!
 
We have an article about this: How can I retrieve the group ID in Support?
 
You can also get those via API by using this API endpoint: your_subdomain.zendesk.com/api/v2/groups
 
Developer article for reference: List groups API

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Hi, 

Is there a way to create a custom data filter (ie ticket group)? I have groups that are for my customer service team and some for my internal teams. I have created a dashboard to view productivity, however both teams can filter other groups and see stats that they dont need to?

 

Thanks! 

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James G

Zendesk Customer Care

Hello Shannon,
 
Are you referring to Zendesk Explore dashboards? If so, yes this possible! However, it does depend on the type of dashboard you're working with.
 
If you're using the classic dashboard, I recommend creating separate dashboards for each team and then filtering them accordingly. You can also add a bookmark widget to ensure that each team sees their specific data every time they access the dashboard.
 
On the other hand, if you're using the new dashboard BETA, you can explore the option of dynamically adapting dashboard data based on the viewer. You can find more information on this feature here - Dynamically adapting dashboard data based on viewer
 

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It is possible to export the groups? 

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