possibility to make views for more than one group



  • Official comment
    Chris Tomkins
    Zendesk Product Manager

    This is being rolled out over the next week to accounts - see Announcement here for more details.

  • Sam Chandler

    Hi, Thomas!

    I think you could utilize tags to help you create a View for two groups. If you added the same tag to both group A and group B you could then set up a View based on that tag.


    Hope that helps!

  • Colin Piper

    Thomas, I created a group d that does nothing else but allow group a and group b to see views.

  • Thomas D'Hoe

    Hi Sam,

    Thanks, I try the tag solution.


    Hi Colin,

    Can you take a screenshot of your configuration for me? Thanks.


  • Colin Piper

    Not quite sure what to take a screenshot off so I will try to explain better..

    Agent 1 is in Group A and Agent 2 is in Group B. I have a view that is only available to Group C. So I add both Agent 1 and Agent 2 to Group C. I make sure the default group does not change for any agent.

    Now the downside is that agents can assign tickets to Group C but I named mine as "Do Not Use" to try to avoid that. 

  • Mary Kay Soto


    Every time I create or change a view I think the same thing.  Being able to select multiple groups would be great.  That way when you look at your list of views you can easily see which groups have access to it.  If you haven't done this yet, would you submit this as an enhancement request and see what kind of reaction you get. 

    Colin - good idea on the additional group.  I think being able to select multiple groups would be great, but since we don't have that option, your idea is a good work around. 

  • Thomas D'Hoe

    Hi Sam

    I was looking for the tag option by group, but I think it is not possible tot give a tag to a group (??)

    Hi Colin

    Thanks for the info. Indeed, agents can assign tickets to that group. Not an option for us.

    Hi Mary

    How can I submit this as an enhancement request?

    Thanks a lot.

  • Sam Chandler

    Hi, Thomas!

    I think I have a better understanding of what you mean now and I don't think tags would help you after all. What if you made a View where you listed each group you want to include as a different line item of the "Ticket Group Is" condition under the "Meet ANY of these conditions" section? You still couldn't make the View visible to both Group A and B simultaneously, but perhaps you could instruct the agents in that special group to create a Personal View with the parameters you set? As long as the agent creating the Personal View for the special group has permissions to view those tickets they should be able to create it on their own without Admin rights. I just tested it on my account and the agent can create a View based on Groups to which they don't belong but no tickets come up because they don't have access to them. That might stop them from assigning tickets to incorrect Groups or viewing items you don't want them to. 

    I'm not sure if that would work for your organization but I hope it helps!

  • Andreas Pfeiffer

    Hi there,

    The feature described by thomas is in my opinion a gap in zendesk.

    Of course there are workarounds, but none are really good because all workaround need to give instructions "do or don't" to the users or make the administration of the view more complex.

    Let's give an example :

    I have A, B, C groups. A & B need to have a same view, but I don't want to add people to a group just to make them able to see a view (for example, groups notifications will then be spams for group B). Thus, my solution is to duplicate the view and assigned each view to A and B.
    Now if I want to change something to this shared view, I need to make this change twice (if I don't forget to duplicate my correction !). It would be far more easy and secure to have one view to manage than xx views.

    Hope this feature can popup once

    Best regards


  • Stephanie Brueck

    Providing the ability to show a view to more than one group, similar to the recent update with macros, is a necessity. It has been frustrating for our agents to see all of another groups views, when they may only need one. 

    Please consider this update! :)


  • Alex Culligan

    @Stephanie: Changes are not applied to all pages at the same time. The macros admin page was updated before the views, triggers and automations pages.

    Then the macro edit page was updated, but other edit pages haven't been updated yet. When other edit pages are updated, it is very likely they fill follow the same pattern used in the macro edit page.

  • Jørgen Sivesind

    Is there any news on this?  Is ZenDesk considering this thread as a feature request?  If so, when can we expect the feature to be implemented?  If not, how can we submit a feature request?

    It seems it would really make a big difference for a lot of people if ZenDesk could implement this feature request.  From a user point of view, it seems like a very simple change, although I do realize there may be some technical challenges:

    Basically, all that is needed, is that we can make a view to be availabe for multiple groups, instead of "one specific group".

    (A different thought:  Colin Pipers solution works, but quickly becomes unmanageable with combinations of many groups and views.  However, another possible solution would be if a group could be a member of another group, then, in Colins example from "October 19, 2014 21:17", group A and B could be members of group C, and new members of A and B does not have to be added to C as well.  Being able to make a group a member of another group would therefore make Colins solution much more manageable, but I still think that it would be much simpler, just to allow a view to be seen by multiple groups.)

  • Graeme Carmichael
    Community Moderator

    There is a more active thread that includes some recent comments from Zendesk on progress. 

  • Jørgen Sivesind

    Thanks, Graeme!

  • Jessie Schutz
    Zendesk Team Member

    Hey Jørgen!

    One of our Product Managers also has an ongoing discussion about Views here. There's a list of questions she hopes folks will answer if you're up to it, and you can share you feedback about giving View access to multiple groups there as well!

  • Paul Maillard

    Hello, do we more news about this feature please ?

    It will be awesome to make it happen !

  • Brett Bowser
    Zendesk Community Team

    Hey Paul,

    We currently have an Early Access Program active for Multiple Group Views which you can find out more about here: What is the Multiple Group Views EAP?

    No ETA of when this will be released for general availability but the topic I linked will be updated once we have more information to provide.



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