Assign ticket to a group of agents

10 Comments

  • Paulus Indra Salim

    Hello sebastian, 

    you can assign group to certain ticket by choose the group from "Assignee" box on the top-left of your ticket.

    Don't forget to create the group. You can create a group from "Admin" -> "People" -> Add "Group"

     

    Ref:

    Managing Group: https://support.zendesk.com/hc/en-us/articles/203661966-Creating-managing-and-using-groups

     

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  • Sebastian

    Thanks Paulus, I already do it this way. However, the ticket is not showing in the lists of these persons. I can create a view for the group but I would prefer that these tickets show up in the list of tickets that are attached to these users also. Your unsolved tickets, for example.

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  • Jessie Schutz
    Zendesk team member

    Welcome to the Community, Paulus! Thanks for jumping in to help!

    Be sure to head over to The Lounge to check out our Community Guidelines and introduce yourself in our Welcome Thread!

    @sebastian, I think your best bet here would be to utilize ticket tags. Add a tag to the tickets in question, and then edit the user views to include tickets that have that tag. That should take care of it!

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  • Dan Ross
    Community Moderator

    Hey Sebastian,

     

    We do this using the Ticket Group IS (current user's groups). 

    This makes the view render differently for each user in our system, and shows them unassigned New & Open Tickets.

    The advantage for this is that you don't need to remake the view for all your different groups, you make it once and it will detect the currently logged in user's groups and display appropriately.

     

    Hope this helps!

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing your solution, Dan!

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  • Sebastian

    Unfortunately that doesn't really work. All supporters are in the usergroup support. So when adding this what happens is that all tickets from all other users also show up in the view.

    It's a view for all supporters use, named "tickets with need to act". They should show up every ticket, except waiting ones where we wait for something else to happen. so the rules are:
    meet all: ticket status smaller than waiting
    meet at least one: agent is none or agent is actual user

    when I add group is current users groups then all tickets assigned to every other agent show up.

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  • Sebastian

    Edit: Actually I want that this view only shows all tickets that are important to the viewer. No tickets assigned to other users or groups. only those to the user, unassigned or assigned to a group the user is in.

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  • Sebastian

    Is it possible at all to create such a view?

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  • Dan Ross
    Community Moderator

    Hey Sebastian,

    Perhaps try:

     

    ALL

    Status less than Pending

     

    ANY

    Assignee is blank

    Assignee is current user

    Group is current user's groups

     

    EDIT: This won't quite work with the groups condition, going to think about it a bit more. This might be best handled with two views, one for assigned to the user, the other to view all unassigned tickets in their groups.

    You may also want to consider reaching out to Zendesk's Support team. They're a big help for problems like these and reply faster than readers in the forum would. 

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  • Sebastian

    I will try. Thanks for the help so far.

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