Richard Forbes (Leaver)

Looking for the way to do this without needing coding knowledge, our users wouldn't be able to use an API. This is surely something that should feature in EXPLORE or users be able to action by clicking on said article, or their own profiles

This is helpful and how I am currently working around the limitation, but it creates a fair bit of admin when you introduce new groups, and without the other forms questions to whittle down the requestor's ticket, I just have to force these into general (1st line) triage, when they are probably trying to select second line specific groups for a reason, bumping user back to 1st line general or 1st line for the specialist groups does create a false expectation in SLACK.

In SLACK, it is not possible to hide groups from being selected by a user. We use groups to drive workflows and I am having to give them long, clunky names to try and discourage users from simply selecting any group (including default/unused groups and 2nd/3rd line groups are added as the assignee in the first instance. This screws up our TRIAGE workflow. This seems like an obvious fix to be able to limit the displayed groups (in the same way you can limit which forms are displayed to customers in the Zendesk "Submit A Request" form

In SLACK, it is not possible to hide groups from being selected by a user. We use groups to drive workflows and I am having to give them long, clunky names to try and discourage users from simply selecting any group (including default/unused groups and 2nd/3rd line groups are added as the assignee in the first instance. This screws up our TRIAGE workflow. This seems like an obvious fix to be able to limit the displayed groups (in the same way you can limit which forms are displayed to customers in the Zendesk "Submit A Request" form

Hi ZenDesk,

There is currently a major limitation in SLACK-created-tickets. When you use a SLACK action to create a ticket the user is encouraged to select a group to assign the ticket to.
As we are structured with 1st and 2nd line groups, (and also groups that are effectively parking garages for tricky internal tickets) user are able to assign to these groups in error which breaks our workflows and means I must keep checking these groups, OR it looks like a second line query that has not been through 1st line. (see image)

We need to be able to EXCLUDE some of these groups from the assignee field in SLACK. As you can see I have had to rename the groups with clunky names to try and reduce this behaviour, but this looks untidy everywhere you see the group name.

I also echo other users calls to be able to customise the fields in SLACK submissions, for example adding PRIORITY, TYPE and other standard fields would be a massive stride forward.

Thanks

Richard