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7 Comments

  • Fra Lowe

    @... I'm evaluating Zendesk as an Internal Help Desk. My team of 9 handles queries from 25+ departments, with 9000+ employees. Our customers or end-users are all internal employees with a single domain name

    How can we organise the tickets that come in, and recognise which department the ticket is from? We will only have one Group of agents (my team).

    How can I ensure that tickets from a single department (eg. Sales) are grouped together, so I can view the historical tickets in the future and not lose context?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Fra,

    Excellent question!

    You have a couple of options that will help with grouping your tickets: 

    1. Set up a separate support address for each of department you support in your Zendesk account. This would allow for you to create multiple views based on the support address the ticket is originating from. I've attached a sample view for you below from my test account: 

     

    2. Your other option would be to create multiple ticket forms so each of your departments has a ticket form they can submit requests through. This would give you more control over what information is provided to your agents once the ticket has been submitted which can help reduce the back and forth between customer and agent.

    Once these forms are created, your internal users can access them from your Help Center new request page. The URL will be https://(your subdomain).zendesk.com/hc/en-us/requests/new or they can select the Submit a Request button towards the top right of your Help Center. I've attached a screenshot of what this would look like once you have multiple forms set up: 

    Once that's all taken care of, you can create a view for each of your departments based on the Ticket Form the request came in from. Similar to the screenshot I shared above but instead you'll use the Ticket Form condition. 

    The two above options will be the easiest method for grouping your tickets by department but if that's not quite what you're looking for please let me know.

    Cheers! 

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  • Raphaël Péguet

    Hi Zendesk! 

    There's a "hidden trigger" from Zendesk that is not presented yet in this article:

    If there is only one agent in a group  -> every ticket assigned to this group is automatically assigned to the agent. (even if you have 10 groups)

    Is there a way to stop this please :)?

    Best regards

    Raphaël

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  • Dane Adriano
    Zendesk Customer Care
    @Raphaël,
     
    This behavior is expected whenever a group has only one member. I have tried to use triggers and automations to remove it. However, it will not fire as long as the group only has one user.
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  • Raphaël Péguet

    Thanks :)

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  • Elena

    Hello!
    I'm new to Zendesk, and I'm trying to understand what would be the best way to organize tickets we receive from end-users of two different apps.

    Here's what I need:
    1. Separate Help Centres for two groups of end-users where
    Group 1 using app A has access to app A Help Centre while Group 2 using app B has access to app B Help Centre.
    2. Two sets of templates, one per end-user group.
    Currently, I have over 100 templates, the list is long and it's not easy to navigate.
    I'd prefer 50+ for Group 1 using app A and 50+ for Group 2 using app B.
    3. All of the other settings and triggers could be the same for both groups.

    Kind regards,
    Elena

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  • Dane Adriano
    Zendesk Customer Care
    @Elena,
     
    Multiple Help centers are supported on Zendesk Suite: Growth and above or a combination of Support and Guide: Enterprise.
     
    You can also have one Help Center, but with articles restricted to a specific user segment. This way, only specified users can access those articles. More information can be found on Can I restrict access to articles?

     

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