Allow me to Bulk Update Agent Groups
Being able to use a CSV to import users to groups would be extremely helpful. I'd like to be able to have one of two options:
1. a column called "Groups" where you provide a comma separated list of the groups the agent should be in.
2. treat groups like custom fields, and let me do little custom_fields.Tier_1 column (where Tier 1 is the name of a group) and use TRUE and FALSE to add or remove that group to a user.
2 is far and away my preference, as you wouldn't need to know or worry about overwriting existing groups just to add an agent to one.
Yes unfortunately it's one by one at the moment in the user interface. The other option is using the API but may need some developer assistance. Here's the link to the API https://developer.zendesk.com/api-reference/ticketing/users/users/
We do have bulk manage groups on our roadmap towards the end of 2022. This feature will be in the user interface not a CSV. We also have improved CSV upload to add and remove team members from Groups in 2023.
Jamie Noell We don't currently have plans for a CSV to create groups. I've added it as a future item for consideration.
Product Manager - Zendesk
Hi @..., thanks for your feedback.
I’m the product manager working on staff/team management here at Zendesk. I’m currently researching this area so we can make it easier and more efficient to manage large numbers of staff/team members using Zendesk.
We’re considering a few different possible solutions to solve the problem of managing group membership assignment at scale, one of which is a CSV upload along the lines of what you have described.
I’d like to understand more about your workflow and the challenges you’re facing in this area. Could I reach out to you directly to have an offline chat?
Senior Product Manager - Staff/team management
Hi @..., sure thing!
Great, thanks @.... I've sent you an email to connect.
@... Curious if there has been any progress here, and/or if you can talk through the few different solutions you're considering.
It would also be helpful to do a CSV upload to create groups, just as we can do an import to create organizations and people.
Tom Dupuche I'd also like an update on this. Our org and use of Zendesk has grown significantly and we are now using Zendesk for much more than just our Support team. We've decided we need to update our default group so that any new agents are automatically in this new default group - but we have hundreds of other users that we need to move their default group to the new one and, at this point, it seems the only way to do that is by manually updating those users.
Tom Dupuche, is there any update on the CSV upload feature for groups as mentioned above? I have worked with a number of clients where this would have been very beneficial.
Hi Tom Dupuche has there been any movement on this feature? This would be a HUGE timesaver for us!
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