| Announced on | Rollout on |
| May 01, 2023 | May 01, 2023 |
Zendesk is excited to announce that the Groups page in Admin center has been redesigned with a new look and improved performance! 
This announcement answers the following questions:
What is changing?
The Groups page has been redesigned to display all your groups in a list. The list displays information about your groups, such as the number of team members in a group, and an Options menu (
) that allows you to delete a group and view its open tickets.
Additionally, the Groups page search has been improved to load results faster.
It’s also now much easier to manage which team members belong to a group. When you open a group for editing, you can add and remove team members from the group.
You can now search the list of group members and remove them individually or all at once. Additionally, you can also search a list of team members not in the group and add one or more to a group at a time.
Why is Zendesk making this change?
Zendesk is making this change to help you manage your groups more efficiently.
What do I need to do?
You don’t need to do anything. Your Groups page will automatically be updated; however, if you’d like to learn more, see About the Groups page.
19 Comments
Looks great. Couple of feedback items
Hi There. Some feedback here. It seems there is no sorting ability at all, as I'd ideally like to sort alphabetically by default. What is the default?
Also, I'd love to see group members by agent type (full vs light) to help with billing and forecasting for agent purchases in the future.
Team, keep the feedback coming!! <3
We love the engagement, and love the feedback and want to let you know you have a voice.
We will actively prioritize and listen to your requests and act upon them. We'll update this thread as we make these incremental improvements.
Hi Joshua Teitelbaum, it would be great if you can alphabetize the order of groups by default. It appears we had that option before recent changes, and how it looks now is a bit odd.
Another negative of this change is I can no longer see on the groups home page which users are in which groups. I'm now expected to look at the user's profile to confirm this, where I always previously had the option to Control+F on the groups home page and find a user at quick glance.
I hope one can also improve group selection experience in the agent profile. We have >1200 groups, so it's hard to manage without any filtering option
Please work on performance improvements as well. What I have noticed is that the initial group load takes up to 35 seconds to load. (I timed it and the group only had 9 members in it. Once it loads, all other groups and members load pretty fast. If you refresh the page or navigate away from it and then come back, it will reset and the initial load will take time once again.
A few feedback points below. Very unhappy about this change which effectively makes my job harder maintaining a large list of groups across the enterprise.
Rita Gleason first and foremost, thanks for your feedback, it allows us to incrementally improve our systems and offerings directly from customer requirements.
We are working now to prioritize and suffice your requirements.
There was an option from the group member page to assume a Team Member. Is that functionality no longer available with the new Groups page?
Column sorting changes seem to be a regular point of friction with a lot of Zendesk's most recent UX changes. I assume it has to do with the transition from offset to cursor based pagination which seems to be impacting how table data is loaded and able to be worked with. I think it would be good for Zendesk to call out why these decisions are being made as it appears to just be the removal of user features that feel like they should be obvious to include.
Overall, I think the new Groups page looks good. It makes it easy for me to see all my groups, how many members are in each and the description. I could see me using the description field more (to my benefit) because of this change. I'd love to see Group ID on this table like I can see Field IDs on the ticket fields page. Group ID is helpful when working with Zendesk app configurations and working with the API. Consider the Assignment Control app provided by Zendesk - you need to add Group IDs into the app configuration. In the past I had opened each group page and grabbed the ID from the url path. It would be nice to grab the ID from this main page. Having the ID available has been really great on field pages.
I see that there is a "View open tickets" menu option to navigate to a search for open tickets. However, this isn't actually pulling up open tickets, but all tickets associated with the org. If there is going to be a drop-down menu here with options that kick you to different screens, it would be nice to provide other group related workflow to make life easier. Other options could exist for things like:
For those that aren't too happy with this view, it appears that you can get a more familiar group page by going to YOURSUBDOMAIN.zendesk.com/groups.
Reshma Patel - check out the Assignment Control app, it allows you to hide groups from the Assignee field. It's not quite group deactivation, but it's great for non-ticket groups. You can also pair a trigger to re-route any tickets that do land in the "inactive" groups into a monitored group.
Scott Dinner Try YOURSUBDOMAIN.zendesk.com/users for team member assumption.
Hi,
Great change to see - the page looks far more inline with Zendesk's general UI.
Some feedback from my end (which is similar to other customer requests):
I see a number of people mentioning the Assignment Control app - in general, I think it would be great to see that type of functionality rolled in Zendesk itself, as opposed to needing to rely on an app.
I agree with the feedback regarding sorting and filtering options. I'm going to give the benefit of the doubt and assume it's very difficult to provide what on the surface seems like obvious functionality. Perhaps it has to do with what Dan Cooper mentioned above, or something else entirely.
But why would the default, and currently only, order be by most recently updated group? If you can't change the order the most obvious order to put it in by default would be alphabetically. Does anybody actually want to see it in the order of most recently updated? I can only assume that there must be, once again, some technical hurdle. I just hope it doesn't stay that way.
Reshma Patel et al
We have done our level-best to improve the loading speed and we got an approximate 75% performance improvement. What once took 30s now takes about 8s, at scale. For customers with large amounts of agents, it will be a much better experience. We have also added sorting in the groups page, so when you are looking at all your groups, you should be able to sort by name, or by membership count.
We are working on other items and as they get released, we'll be sure to let you know. Thank you again for your feedback. We look forward to continuing our incremental improvements to make sure the experience is as painless as possible, and your needs are sufficed.
Quickly Exporting A Group's Team Members Via The Command Line:
While not currently directly available via a single click in the UI, here is something that can act as a workaround for the internment.
Here is the code sample:
https://gist.github.com/cryptomail/5ada1cfb6a756a6b152ccc7d5cad805a
Team,
The new layout for Groups doesn’t look like an upgrade to me. Earlier I could find out the role of the Agent, and with that, I could tell who is occupying the Agent/Staff license or just a contributor(ReadOnly).
In this layout, I need to click on each associate to find their role which is inconvenient. Can you take this as feedback and give the option to switch back to the previous layout or include the role visibility as earlier ?
Thanks
Lohith S your request has been sufficed and the groups page now exposes roles of the Agent, and you can now easily discern who is occupying the Agent/Staff license with the agent lists that are returned. Please let us know if there are any further requests.
Thanks for reverting the feature Joshua Teitelbaum
We have a series of Groups that start with a specific identifier and we instruct our Agents to add themselves to these Groups to see specific ticket types.
I've just added a new Group within this format and it's no longer possible to 'group' that Group alongside the ~15 others we have in place. It's only appearing at the bottom of the Group list and will likely be missed as Agents are used to the Groups they are allowed to self-assign appearing at the top of the Group page.
Can the ability to reorder be returned please?
Anthony Stenhouse it may be subtle, but you can now order by name by clicking on the name column. There are other columns that you can click on as well, to coerce the sort order of your choice.
Furthermore, the filter is *very fast* on the groups page. You simply add the text you're searching for, and immediately the results will come back as if a `LIKE` (from the SQL world) format was employed as the criteria.
I do not want to dictate workflow here, but if you decorate those special groups at your firm with the highest lexicographical sort order precedence, things should come back in the order you want without any intervention on clicks/filters :)
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