Setting Up Group Mapping in Zendesk
What is group mapping in Zendesk and how do I set it up?
Group mapping in Zendesk allows an organization's tickets to be automatically assigned to a specific group. To set this up, click the Organizations icon in the sidebar, find the organization you want to edit, and select a group from the drop-down list in the organization's detailed view.
Once set up, new tickets will automatically be assigned to the selected group. However, keep in mind that business rules and agents may override this default group setting.
More related questions
How do I create an organization in Zendesk?
Creating an organization in Zendesk is a straightforward process. To start, click the Organizations icon in the sidebar of your Support dashboard. Then, click 'Add organization' or hover over the '+Add' tab in the top toolbar and select…
Can users belong to multiple organizations in Zendesk?
Yes, users can belong to multiple organizations in Zendesk, but it depends on your plan. On Team plans, users can belong to only one organization. However, on all other plans, users can belong to up to 300 organizations. It's important to note that…
How can I automatically add users to an organization based on their email domain?
You can automatically add users to an organization based on their email domain through user mapping. To set this up, click the Organizations icon in the sidebar, find the organization you want to edit, and enter the email domains in the Domains…
How do I set up a shared organization for end users in Zendesk?
To set up a shared organization in Zendesk, which allows end users to see each other's tickets, click the Organizations icon in the sidebar, find the organization, and select 'Can view all org tickets' in the Users field. This setting overrides…
What are the ticket access options for users in a Zendesk organization?
In Zendesk, you can control ticket access for users within an organization through two main options. Users can either 'Can view own tickets only', which restricts them to viewing and editing only their own tickets, or 'Can view all org tickets',…
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