'Take it' - assigning to the right group (not default) | Community
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'Take it' - assigning to the right group (not default)

  • May 13, 2024
  • 2 replies
  • 0 views
H

Zendesk gurus can you help? 

 

There is a previous post from 2019 on this subject https://support.zendesk.com/hc/en-us/community/posts/4409515272986-Personalizing-the-default-take-it-assignment-to-a-user-specific-group but I can't find the relevant screen in our Professional Support Suite. 

 

My understanding of groups - we have to have a default group and everyone regardless of whether they are a member of a sub group has to be in the default group. When an agent ‘takes it’ the ticket assignee defaults to the default group. I'd like the ‘take it' option to default to the agent in a subgroup. Is this possible and how do I do it? Many thanks.  

    2 replies

    Steve25
    • Steve25
    • May 14, 2024

    Hi Helen,

    Default group is just the initial group an agent is assigned when user is created.  You may remove agents from that group and assign to other relevant groups.  Agents can click “take it” if the ticket is assigned to a group they are part of and it will stay in that group. If a ticket is assigned to a group they aren't part of , or create a new ticket without assigning it to  a group, then the ticket auto assigns to agent within the default group.  

    Stephan12
    • Stephan12
    • May 16, 2024

    Hi Helen, 

    We are using this feature and I am also glad having it. Admins  can set the users group in the profile of every agent:

    In case the standard is a “general group” and if you would like to set the agents favorite group as the one that should be used in tickets, please set the respective group of every agent manually:

     

     

    In case the agent is considered in a couple of groups, the agent - while taking a ticket to his account - will automatically set the ticket to the standard group. 

    Do you have further questions?

     

    Regards, Stephan

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