Creating groups

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17 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.

     
    0
  • 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.

    0
  • 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.

    0
  • 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

    0
  • 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

    0
  • 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

    0
  • 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
  • David Tester

    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

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