How to Use Groups in Zendesk - Frequently asked questions
Frequently asked questions
How can groups be used in Zendesk business rules?
Groups in Zendesk can be used to streamline your workflow by incorporating them into business rules like automations, macros, and triggers. For instance, you can use groups to escalate tickets automatically or notify a group when a ticket is…
What is an example of using groups in a Zendesk automation?
An example of using groups in a Zendesk automation is to escalate tickets for a specific group, such as the Level 2 support team. This automation can remind the team to update tickets that haven't been addressed within a certain timeframe, like 48…
How can I notify a group of a ticket assignment in Zendesk?
In Zendesk, you can notify a group of a ticket assignment using a trigger. This is one of the default triggers available, which alerts the group when a ticket is assigned to them. This ensures that all group members are informed about new…
Can I assign a group to a ticket using a trigger in Zendesk?
Yes, you can assign a group to a ticket using a trigger in Zendesk. By setting conditions, such as identifying a ticket as a sales inquiry, you can automatically assign it to the appropriate group, like the Sales group. This helps streamline ticket…
How do I create a view of tickets by group in Zendesk?
To create a view of tickets by group in Zendesk, you can use the default view that shows all tickets assigned to the groups you belong to. This view can be customized to display tickets for specific groups, helping you manage and prioritize your…
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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?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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