Deactivate Groups

Stacy

I am not sure it this will help. There is an Assignment Control app from Zendesk that blocks visibility of groups in the ticket assignment menu. So you can prevent further use of a group without deleting it.

@zz59 - this is a workaround, we plan to use that app. However, it isn't  an ideal solution

• You have to indicate which users to hide the groups from, as things change the Admin has to take that into account
• It only works for individual tickets, it doesn't hide groups for mass ticket edits 
• When I used it in the past, there were instances where there were delays in the app updating groups displayed 
• It doesn't really help from the Admins perspective as all the groups are active and have to be managed

Stacy, 

I agree with you.  We are planning to update our group structure, and I was looking to deactivate the old groups (how I came across your notes).  I am now not seeing a way to change our group structure without all agents losing access to their tickets.  If we cannot inactivate groups, then tickets are going to get mis-assigned and the list will be quite large.  This seems like a really poor design, not having the feature to de-activate to retain history.  Now, I'm not sure how to move forward.

Very glad I read your posts!  Thank you!

Diane

@diane17

If your Zendesk account is unrestricted, agents are not restricted to tickets in the their groups, you can delete the old groups. 

But if your Zendesk account is restricted, you can use the Assignment Control app to hide the groups no longer being used. It isn't 100% from my past experience with the app, but it is better than nothing.

We are restricted. I will give the app a look.

Thanks, again!

+1 - this would be a fantastic feature.

It aligns with some of the comments on general group updates that would be great to see Zendesk bring out (https://support.zendesk.com/hc/en-us/community/posts/4408868210074/comments/4449621393306).

100% agree on needing this functionality. We find it often that we need to retire groups from being selected in the future, however there are open tickets that are currently assigned to these groups. We have to continuously monitor the tickets until they are all fully solved out. Only then can we delete a group. 

Yes please! Need this feature!

+1 - we have a unique workflow that requires regular group creation and deletion - if we left groups active, we would have 500+ groups. The app is a band-aid but not enough. We prefer to deactivate rather than delete for historical access - if the wrong group was deactivated, it is not as big an issue as it would be when a group is deleted.

We also want to be able to hide groups from ever being assignable as we have triggers that do it when conditions are met. Ability to restrict assignment should extend to bulk update. 

Hello,
I would also like to request the ability to deactivate groups. We recently went through an administrative restructure process and now have a number of groups that need to be deactivated. Without the ability to deactivate groups that are no longer in use, we are limited to either deleting the group altogether (and losing Explore data along with it) or leaving the group as active and changing the name. We have found that many of our staff continue to assign tickets to these archived groups even though we have renamed them with very clear “DO NOT USE” instructions. 
It seems odd to me that so many other aspects of Zendesk allow you to deactivate (views, macros, triggers, etc.), but groups are an all-or-nothing setting.

Please consider this an important feature that should be prioritized.

Thanks!