Grouping Groups / Add Hierarchy to groups

10 コメント

  • 正式なコメント
    Alina Wright
    Zendesk Product Manager

    Hi Riah,

    No updates for group hierarchy at the moment. Here is a similar thread where I've been updating. 

  • Max McCal
    Zendesk Product Manager

    Hey, Mark - 

    This is something we're investigating, but I don't know when this might happen, or what form it would take. Definitely a common point of feedback, and something we're keen to take on.

  • Renaud Croix
    Most Engaged Newbie of the Year - 2021


    Max is there any change since ?
    Is subgroup of agents possible now ?

    Kind regards

  • Tajan Pais

    Is there a timeline for this feature? Or an app in the marketplace that help with this?

  • Alina Wright
    Zendesk Product Manager

    Hi both,

    I don't have any updates regarding hierarchy of groups for you but would love to learn a little more as we're building out our roadmap. How are you currently structuring your groups? How would you use a hierarchy and what are you expectations around permissions for the hierarchy of the groups? 

    Thank you!

  • Tajan Pais
    The requirements I have so far would be:
    Group 1 = Manager 1 + Team(A + B +C) 
    Sub Group 1.1 = Team A
    Sub Group 1.2 = Team B
    Sub Group 1.3 = Team C
    Group 2 = Manager 2 + Team (D + E + F)
    Sub Group 2.1 = Team A
    Sub Group 2.2 = Team B
    Sub Group 2.3 = Team C
    Group 3 = Escalation Mgr + Exec + Manager (1 + 2)
  • Alina Wright
    Zendesk Product Manager

    Thanks TJ. Could you expand on what your expectation would be around permissions for each of the subgroups? What would be the primary benefit of subgroups to your organization?


  • Tajan Pais

    Hi Alina, 

    Group 1 = Manager 1 + team

    Group 2 = Manager 2 + team

    Group 3 = Manager 3 + team

    Group 4 = Manager 4 + team

    Group 5 = Manager 5 + team

    Group 6 = Director + Groups ( 1 to 3)

    Group 7 = Exec + Group ( 1 to 6 )

    Benefit: Reporting on Csat, sla, closures, ticket stats, escalations etc.

    Since groups are all flat, if an exec wants to view this report, he would have to view it per team, but this way it allows for a drill down into his organization. Also granularity on groups and subgroups with tags for specific regions/locations. Tagging doesn't exist for groups at this time. 

    Being able to run a report for a product for a team based in Europe or EMEA+APJ or NA + EMEA is something we are looking for. 

    As far as permissions are concerned, I haven't really thought about it yet and I am willing to discuss over a call if needed. We have a CSM assigned to our account who I was introduced to yesterday and we can coordinate a meeting. I will discuss it with my Zendesk admins as well and add more about permissions next week.

  • Riah Lao

    Any updates to this?

  • Barry Celliers

    Hi there, 

    Adding groups to groups can be useful flexibility for admin purposes. Please consider!




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