Groups are used to create collections of agents based on criteria those agents have in common.
You must be an admin or an agent in a custom role with permission to create groups.
Groups are used to create collections of agents based on criteria those agents have in common. How you set up your groups depends on how you want to define your workflow and organize your agents. You might create groups by skill (software vs hardware) or to reflect the organizations they serve (for example, a group might serve only customers in a certain region or time zone). For more information, see About organizations and groups.
To learn more about groups, check out Justin Grave's advice in our community forums on what not to do with groups or watch this short video.
Groups are used to create collections of agents based on criteria those agents have in common. You must be an admin or an agent with permission to create groups.
The following video gives you an overview of how to arrange teams into groups:
Arranging teams into groups [0:57]
- In Admin Center, click People in the sidebar, then select Team > Groups.
- Click Create group.
- Enter a group name.
- Optionally, in Group description, enter a description.
- Select the agents you want to add to the group.
- (Enterprise only) If you want to make this group private, click Make this group private. See Creating private ticket groups.
- If you want to make this the default group for all new agents, click Set as default group.
- Click Create group.
The new group is created.
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.
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.
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.
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.
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.
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?
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!
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?
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.
Is there a way to bulk upload Groups into Support ? We only have the option to add them individually.
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:
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?
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?
When you create your macros, select Available for agent in group, and all the agents in that group will have access to the macro :)
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?
@... 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?
This app in our Apps Marketplace might be of use: Bulk MacroDynamic Content Management
Let me know if that does the trick!
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?
Light agents can't be assigned tickets, unfortunately...
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?
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....
Is there a feature to create a group to automatically assign them to the right time zone in their account?
Welcome! You could create a trigger that assigns newly-created tickets (using the Ticket is: Created criteria) from users from specified time zones (using the Requester: Time Zone criteria) a particular Group. Here's more information on those trigger criteria: Trigger conditions and actions reference. If you're new to triggers, see About triggers and how they work for more information. Hope that helps!
Thank you for the insight. I may have worded my question incorrectly here. But I guess what I am trying to do is do a mass update to user accounts so all of my users have their correct time zone in their account set up.
Is there any way to make an admin-level change that is acceptable to everyone? For instance, maybe there’s a setting to display local user time zone for all users? I have only seen options to individually, user by user, change the time zone. The only reason I wonder about that is because if we make the change, we know everybody gets it; if we send out individual instructions, guaranteed there are some users who’ll never do it.
Thanks for the clarification – there are a couple of ways to bulk update users, via CSV upload or via the API. For more information, see How can I bulk update users?
Question about Organizations and Groups. Is there anyway to put an organization into 2 groups? Our use case right now is we have 4 Brands. Our clients are mostly college's. Our 4 brands are our different product lines. But I am trying to keep the support teams separate for now. If I have a College (client) ABC University and that organization is buying two different product lines, but there is one end user that is a end user for both product lines, is there anyway to define that.
It's not possible to select two groups for the organization. What I can think of is just to designate a custom field that will serve as an identifier for your triggers so that it can be routed to the correct group.
For example, you are using a ticket form. Once of the custom field pertains to the specific product line. You can use it as a condition on your triggers to set the group automatically.
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