We have expanded our use of groups in Zendesk to help facilitate Explore dashboard sharing and Group view sharing. These groups are not intended to be used for ticket workflows, but rather to facilitate maintenance for non-ticket groups. For example, ticket groups are often based on the customer groups or customer facing team groups, but Explore or View groups will be based on sharing information across these teams, like with Manager groups or Product groups.
Today, any group we create can be used for ticket assignment. It sometimes happens and tickets are not routed properly.
I would like to request a feature where I could mark a group as "not for use in ticket assignments" so that agents would only see the groups built out for ticket workflows when assigning tickets.
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