What NOT To Do With Groups

8 Comments

  • Andrew J

    Thanks for sharing this Justin.  We have 23 agents (only half of which are particularly active), we have 3 groups, and are just in the throes of adding another.

    I can confirm that a maximum of 2 groups per user is best.  I now have one user in three groups.  

    Groups are great for splitting tickets into clear groups; we have groups related to our business divisions; IT, Telcom and Frontline Support

    We are fortunate that our helpdesk grew slowly, we started with only one group, then expanded to two, then three.  

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  • Jennifer Rowe

    Thanks for the awesome insight, Justin!

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  • Mohadese Shekofte

    thanx :)

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  • Samantha Flaherty

    Hey Justin,

    Did the new system work better for you in the end? I'm conscious of having too many groups and bottleneck situations so any tips would be great :)

    Thanks,

    Sam 

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  • Justin Graves

    Yes.  The new system worked much better.  We went down to 1 helpdesk group and that provided some much-appreciated sanity. 

    I'll also say that my statement about needing a triage person when we got larger was also true.  We have, in fact doubled in size as a department and as a company since 2013 when I wrote this post.  As such, we now have 3 groups with 4 to 15 members each now.  That setups seems to work pretty well for us.

    Best of luck to you, Samantha!

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  • Jennifer Rowe

    That's great! Thanks for the update, Justin!

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  • Colin Piper

    Justin, your post has made me go look at my Groups as I have 13. Was that too many? After review, it is not the number that matters but those rules that you gave (no-one in more than 2 groups etc) that are the key. I have five different departments using the same Zendesk instance and although I have decided that 13 real groups is the correct number (I actually have a few more that I hide with the Assignment control app that govern things like multiple groups being able to use one view etc), your guidance helped me to confirm that things are good. 

    Thanks

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  • Samantha Flaherty

    Thanks for the update Justin. 

    We're in the process of adopting Zendesk fully throughout our company, so we're looking at around 19 groups over 8 departments. One of our departments needs many groups (11), as the variety of work within needs definition by groups and we use custom SLA policies. Agents tend to only be in 1 or 2 groups each, unless they need to manage the workflow of more - so it sounds like that seems to be a good practice.  

    Thanks,

    Sam

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