Deactivate Groups

5 Comments

  • Graeme Carmichael
    Community Moderator

    Stacy

    I am not sure it this will help. There is an Assignment Control app from Zendesk that blocks visibility of groups in the ticket assignment menu. So you can prevent further use of a group without deleting it.

    1
  • Stacy Win

    Graeme Carmichael - this is a workaround, we plan to use that app. However, it isn't  an ideal solution

    • You have to indicate which users to hide the groups from, as things change the Admin has to take that into account
    • It only works for individual tickets, it doesn't hide groups for mass ticket edits 
    • When I used it in the past, there were instances where there were delays in the app updating groups displayed 
    • It doesn't really help from the Admins perspective as all the groups are active and have to be managed
    2
  • Diane Bilo

    Stacy, 

    I agree with you.  We are planning to update our group structure, and I was looking to deactivate the old groups (how I came across your notes).  I am now not seeing a way to change our group structure without all agents losing access to their tickets.  If we cannot inactivate groups, then tickets are going to get mis-assigned and the list will be quite large.  This seems like a really poor design, not having the feature to de-activate to retain history.  Now, I'm not sure how to move forward.

    Very glad I read your posts!  Thank you!

    Diane

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  • Stacy Win

    Diane Bilo

    If your Zendesk account is unrestricted, agents are not restricted to tickets in the their groups, you can delete the old groups. 

    But if your Zendesk account is restricted, you can use the Assignment Control app to hide the groups no longer being used. It isn't 100% from my past experience with the app, but it is better than nothing.

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  • Diane Bilo

    We are restricted. I will give the app a look.

    Thanks, again!

    0

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