Grouping Groups / Add Hierarchy to groups

Hey, Mark - 

This is something we're investigating, but I don't know when this might happen, or what form it would take. Definitely a common point of feedback, and something we're keen to take on.

Hello,

Max is there any change since ?
Is subgroup of agents possible now ?

Kind regards

Is there a timeline for this feature? Or an app in the marketplace that help with this?

Hi both,

I don't have any updates regarding hierarchy of groups for you but would love to learn a little more as we're building out our roadmap. How are you currently structuring your groups? How would you use a hierarchy and what are you expectations around permissions for the hierarchy of the groups? 

Thank you!

Thanks TJ. Could you expand on what your expectation would be around permissions for each of the subgroups? What would be the primary benefit of subgroups to your organization?

Thanks!

Hi Alina, 

Group 1 = Manager 1 + team

Group 2 = Manager 2 + team

Group 3 = Manager 3 + team

Group 4 = Manager 4 + team

Group 5 = Manager 5 + team

Group 6 = Director + Groups ( 1 to 3)

Group 7 = Exec + Group ( 1 to 6 )

Benefit: Reporting on Csat, sla, closures, ticket stats, escalations etc.

Since groups are all flat, if an exec wants to view this report, he would have to view it per team, but this way it allows for a drill down into his organization. Also granularity on groups and subgroups with tags for specific regions/locations. Tagging doesn't exist for groups at this time. 

Being able to run a report for a product for a team based in Europe or EMEA+APJ or NA + EMEA is something we are looking for. 

As far as permissions are concerned, I haven't really thought about it yet and I am willing to discuss over a call if needed. We have a CSM assigned to our account who I was introduced to yesterday and we can coordinate a meeting. I will discuss it with my Zendesk admins as well and add more about permissions next week.

Any updates to this?

Hi Riah,

No updates for group hierarchy at the moment. Here is a similar thread where I've been updating. 

Hi there, 

Adding groups to groups can be useful flexibility for admin purposes. Please consider!

Thanks!

I desperately need this feature. 
We have a huge number of light agents and its incredibly difficult to have the right people seeing the right tickets when they log in (without getting their email flooded with notifications that are irrelevant to them) .

I just need to be able to link to a single “parent” group. 
Permissions wouldn't really change too much. If they are a member of the group they receive email notifications (Members of child groups are considered members of a parent group) 

For example, a structure like this.
Executive Group > Senior Leadership Group> Middle Managers> Team Leaders>Supervisors>Front Line Subject Matter Experts. 

If a ticket gets assigned to the "front line subject matter experts" the members would all receive a notification and be able to see the tickets when they log in. 

Anyone who is a member of a group further up the hierarchy can also see the tickets if they log in, but they do not receive any notifications. 

If a ticket is assigned to the "Team Leaders" group, the supervisors and front-line subject matter experts will not be able to see it, and only those in the supervisors group will receive a notification. Anyone in the higher levels, such as Executives, will be able to see the tickets assigned to any group below them in the hierarchy.

I have 400+ subject matter experts and currently none of their leaders can see what is happening with their tickets. leaving the follow-up of overdue responses to my team of 20 agents, not fair on them!