Fix the process for renaming support groups

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Mark Leci

Posted Sep 15, 2021

We have a variety of teams using Zendesk which sometimes means renaming groups. This causes significant problems in Explore:

  • Renaming the group looks seamless in support, but in Explore it seems to actually create a new group
  • All reports based on the renamed group stop working as soon as the change is synced to Explore
  • There is no way to identify which reports might be using the group 
  • Explore doesn't have any options to bulk edit, replace, save a search or even open a query in a new tab so for every report I need to search, open the query, edit it and then repeat. Based on the search I just did I need to update 253 reports as a result of renaming a group, which is going to require a lot of manual effort

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4 comments

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    Newest

      Official

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      Brett Bowser

      Zendesk Community Manager

      Hey everyone, 

      Thanks for sharing your feedback! We actually have another similar post here that I encourage you to add your feedback to: Group name updates don't reflect in the Explore filters

      I will be closing this thread for comments in the meantime.

      Cheers!

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      Agnieszka Czajka

      Thank you for continuing to share your feedback. Keeping the report and dashboard filters in sync with the groups and other field value changes is definitely an important improvement. Unfortunately, it is not a simple update. It will require a rework of the multiple areas and layers of the code, that's why it is not on our short or mid-term roadmap but it is one of the top-of-mind long-term improvements.

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      Official

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      Brett Bowser

      Hey everyone, 

      Thanks for sharing your feedback! We actually have another similar post here that I encourage you to add your feedback to: Group name updates don't reflect in the Explore filters

      I will be closing this thread for comments in the meantime.

      Cheers!

      0

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      Rachel Martin

      Same here. I spent ages scrabbling around wondering why my reports were not pulling enough data only to find that this was due to the fact that I had changed the name of a group! I now need to ensure that I have included all versions of the group name over the required time period to make sure that I get the correct data.

      Why can't this be dynamic? Why does Zendesk seem to create new group to replace the old rather than allow for the name to be edited?

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      Joel Mayer

      +1

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