Creating groups

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21 Comments

  • Henry S. Sykes

    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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  • Sempro Technologies

    Hi,

    Is it possible to gather the id of the current user via the customized theme?

    I'm trying to build a user dependent customized theme.

    Thanks in advance for your advice.

    0
  • Ariane Frances dela Cruz

    Hey Thom,

    You can look into our Help Center Templating API for User Object on this link https://developer.zendesk.com/apps/docs/help-center-templates/objects.html#user-object. The doc collection contains a basic introduction and high level instructions on how you can extract the ids.

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  • Adam Prince

    Hi!

    Is there a way to create a Group of End Users? Essentially, we're trying to create a trigger to go to a set of higher up client contacts for new Urgent priority tickets that come through from that same client.

    Thanks!

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  • Molly VS
    Zendesk Customer Care

    Hi @...!

    You can't use groups to segment end-users, however you can create custom user fields and use that as the basis for the triggers. There's a similar workflow outlined in this article with organization fields.

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  • Adam Prince

    HI @...,

    Thanks for that quick reply! To be clear, this workflow would be for when new tickets comes in from a specific Organization, we'd like a trigger to send a notification to OTHERS at that same Organization, not necessarily the people submitting the ticket. Is that doable following steps on that article?

    -Adam

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  • Hiedi Kysther

    Hi @...

    Absolutely! Creating a custom user field will definitely work on your target workflow. Once the end-users have the proper user field in their profile. You can use custom user fields in Trigger as a condition. Then in trigger action, you can email the Group that you want to be notified of and increase the ticket priority to Urgent.

    I hope this helps!
    Hiedi

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  • Erkin M.Yaşar

    Why don't we have sub groups which will help us manage to restrict agents to see other groups' tickets?

    Is there a way to do this?

     

    1
  • Cheeny Aban
    Zendesk Customer Care

    Hi Erkin,

    As of the moment, there is no option to create subgroups in Support. We understand your need for this functionality so I am marking your comment as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

    -1
  • Nikita Kadri

    Hi Team

    Is there a way to bulk upload Groups into Support ? We only have the option to add them individually.

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  • Malinda
    Zendesk Customer Care
    Hi Nikita,
     
    Thanks for reaching out to Zendesk! You cannot set an agent's group via CSV bulk import. There are only two options available for updating a users group:
    • One would be to manually set the agent's group via the agent interface.
    • The other one would be to use our group memberships API endpoint, although this would involve a bit of code work on your part.
     
    Best regards,
    1
  • Nikita Kadri

    Hi Team

    Thanks for the above response Malinda! I have another question - Is there an option to hide Groups? like we hide ticket fields using the Ticket Manager app?

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  • Chris Cummings

    Hi There,

    I created a new group and need to give them access to a large number of macros.  Is there a way to do this in bulk without opening each macro one by one and adding them?

     

    Thanks,

    chris

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  • Dave Dyson
    Zendesk Community Manager
    Hi Chris –
     
    When you create your macros, select Available for agent in group, and all the agents in that group will have access to the macro :)
    1
  • Chris Cummings

    Thanks, Dave.  I've got that.  I created a new group in ZD and I need to add the new group to a LOT of macros.  I'm not sure how to do that without opening each one manually to add the new group.  Is there a way to bulk edit these?

    1
  • Sue Portiger (DEMO:Store)

    Dave Dyson same issue here that Chris Cummings reported.  We have 100+ macros to assign to a new group. 

    Is there any way to bulk add/assign Macros > Group or Group > Macros?

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Chris –
     
    This app in our Apps Marketplace might be of use: Bulk MacroDynamic Content Management
     
    Let me know if that does the trick!
     
    0
  • Dante Zanoni

    Hello,

     

    Right now I am the sole agent with many light agents, as we start this new programs.

    If create a group of only light agents, can I assign a tickets to them, Or do you have to have an Agent in that group as well? 

     

    Thanks

    Dante 

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Dante Zanoni

    Light agents can't be assigned tickets, unfortunately...

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  • Dante Zanoni

    If I stick myself in that group of Light Agents as an Agent, they will still get notification of the ticket correct, via their email?  Which in turn allows them to log into the platform?

     

     

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Dante Zanoni,

    You might want to test that out because I know in groups with only one agent, the ticket will get auto-assigned to that one agent. If there are only light agents plus you, tickets assigned to that group *might* get autoassigned to you since you're the only full agent. You can test this by changing the group, hitting submit and then refresh your page to make sure you're not the assignee unless you specifically selected yourself.  

    Also make sure there is a trigger to notify the group of a ticket assigned to that group....

    0

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