Creating Private Ticket Groups - Frequently asked questions
Frequently asked questions
How do I create a private ticket group in Zendesk?
Creating a private ticket group in Zendesk is a straightforward process. In the Admin Center, navigate to People in the sidebar, then select Team > Groups. Click on 'Add group', enter a Group name, and optionally a Description. Make sure to select…
Can I convert an existing group to a private group in Zendesk?
Yes, you can convert an existing group to a private group in Zendesk. To do this, go to the Admin Center, click on People in the sidebar, and select Team > Groups. Find the group you want to edit, click its name, and select 'Make it private'….
How can I grant agents access to tickets in private groups?
To grant agents access to tickets in private groups, you need to adjust their role permissions. In the Admin Center, click on People in the sidebar, then select Team > Roles. Find the role you want to edit, click the options icon, and select…
Is there a limit to the number of private groups I can create in Zendesk?
No, there is no limit to the number of private groups you can create in Zendesk. You can create as many private groups as needed to organize your agents and manage ticket access effectively. This flexibility allows you to tailor your support…
What happens if I make a group private in Zendesk?
When you make a group private in Zendesk, only agents who are members of that group can see the contents of the tickets assigned to it. This restriction applies unless the agent is the requester or explicitly added as a CC or follower. Once a group…
Can I change a private group back to public in Zendesk?
No, once a group is made private in Zendesk, it cannot be changed back to public. This is a permanent setting designed to protect the confidentiality of the tickets within the group. If you need a group to be public, ensure it is set up that way…
How do I set a default group for my Zendesk account?
To set a default group for your Zendesk account, you can do so while creating a new group. In the Admin Center, navigate to People in the sidebar, then select Team > Groups. Click 'Add group', enter the necessary details, and select 'Set as…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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