How to Manage Groups in Zendesk - Frequently asked questions
Frequently asked questions
How can I view a group's open tickets in Zendesk?
To view a group's open tickets in Zendesk, navigate to the Groups page in the Admin Center. From there, you can easily access a list of open tickets for any group. Here's how you do it: In the Admin Center, click on 'People' in the sidebar, then…
How do I edit a group in Zendesk?
Editing a group in Zendesk is straightforward and can be done from the Groups page in the Admin Center. To edit a group, go to the Admin Center, click 'People' in the sidebar, then select 'Team' and 'Groups'. Find the group you want to edit and…
What happens when I delete a group in Zendesk?
Deleting a group in Zendesk removes it from your account, but there are important considerations to keep in mind. When you delete a group, any business rules associated with it will no longer function properly. The group is also removed from any…
Can I make a group private in Zendesk, and what does it mean?
Yes, you can make a group private in Zendesk, but it's a permanent change that affects ticket visibility. For Enterprise accounts, making a group private means that all tickets assigned to that group become private and can only be accessed by…
How does renaming a group affect Zendesk reports?
Renaming a group in Zendesk doesn't affect business rules but does impact Explore reports. When you change a group's name, your business rules like triggers and automations update automatically. However, if you have reports filtered by the old…
What should I do if I accidentally delete a group in Zendesk?
If you accidentally delete a group in Zendesk, you'll need to recreate it and reassign tickets manually. Unfortunately, once a group is deleted, it cannot be restored. You'll need to create a new group and manually reassign any tickets that were…
Can I prevent agents from reassigning themselves to different groups in Zendesk?
Yes, you can control agent permissions to prevent them from reassigning themselves to different groups in Zendesk. In Zendesk, permissions for creating, modifying, and deleting groups, as well as managing team members, can be controlled through…
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