Description/Use Case:
Currently, Zendesk only allows CCs and Followers to be added at the individual user level. This limitation makes administration difficult, especially when tickets need to notify a whole group or function. Each time group membership changes, admins must manually update triggers and automations with the new individuals, which is inefficient and prone to error.
If Zendesk allowed admins to specify a Group as a CC or Follower (just as we can assign Groups tickets), triggers could reference a Group instead of individual users. Membership management would then happen at the Group level, and users could be added/removed without needing to edit multiple triggers.
This concept should extend to both agent groups (already in Zendesk today) and end-user groups (a new capability). End-user groups would allow customers/end-users to be grouped together for CC notifications, workflow rules, and—importantly—future use cases such as approvals workflows, where requests need to be routed to designated groups of approvers within the customer organisation.
Business Impact:
- Reduces admin overhead and maintenance of triggers/automations.
- Ensures the right people are always notified, even when membership changes.
- Aligns with Zendesk’s existing group management concept, extending it to end users.
- Improves efficiency and reduces risk of missed notifications.
- Enables more scalable approvals and escalation workflows in the future.
Proposed Solution:
- Extend CC and Follower functionality to support Agent Groups as well as individual users.
- Introduce the concept of End-User Groups that admins can create and manage.
- Allow both types of Groups to be selectable in triggers, automations, and macros wherever CCs/Followers are available.
- Notifications would be distributed to all current members of the Group automatically.
- Future-proof the design so that End-User Groups can be leveraged for workflows such as approvals or other group-based decision-making processes.
Priority/Impact Level:
High — This would significantly improve scalability of Zendesk administration, reduce maintenance overhead, and unlock new workflow possibilities (e.g. approvals, escalations) for both agents and customers.
