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Ticket Field Assignee

  • April 22, 2021
  • 2 replies
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L

Hello,

Just wondering if there are any workarounds regarding the Assignee field.

Here's what I mean.

Currently, we run our Zendesk with "brands" so that for each of our products, tickets get filtered to specific groups of people.  We give agents access to the brands/groups they know to handle.  Now, all the tickets are flagged with the brand they are related to. In the background it all makes sense.   

For an agent handling several different brands/products, the assignee dropdown shows the name of the agent in multiple places under that section of the form? Example:

- General::Bob Smith
- HR::Bob Smith 
- Sales::Bob Smith

Why could it not just be  "Bob" without any sub-menus in the Assignee dropdown?  When you run reports it doesn't ask you to specify the group under the Assignee option.  If you say you want reports from "Bob" it's just bob. It's not Bob from "General" "HR" or "Sales" group.  

I realize that groups/brand is important for reports and such, but as a dropdown for Assignee, having separate categories doesn't make much sense visually to me.  

Any feedback/suggestions on this would be greatly appreciated.

Regards,
Léo

 

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      2 replies

      Heather13
      • Heather13
      • April 22, 2021

      Hi Léo Branch,

      I'm not sure if you mean you're using Zendesk Brands along with Groups -but either way, Groups are the only way to, well, group several agents together. It looks like you did this as it pertains to General, HR, and Sales.  

      The short answer to your question is, no, there's no way to natively remove the groups from the Assignee field.  That said, you can make it less confusing for your agents in a few ways:

      1. If you're routing tickets to the HR group, for example, and Bob "takes" the ticket, Bob doesn't have to worry about the group; it's automatically set for him.

      2. If Bob's teammates are unsure which group to select when searching for Bob in a reassignment scenario, you can put triggers in place to update the Group based on another field or set of conditions. 

      3. You can train your team to use Macros to reassign tickets from one Group to another, so they don't have to use the Assignee dropdown field.

      Perhaps I've missed some of your reasoning for wanting this-- Feel free to add any context.

      Thanks!

      L
      • Léo16
      • Author
      • April 22, 2021

      Sorry if the explanation was a bit confusing.

      It would just be great if for that section the prefix of which group the person is at would just not show and only show the name of the person itself.

      I guess it's mostly an issue when we initiate a ticket ourselves. In those cases, you have to sort through the list to find the proper "version" of your name and group.

      It is true, as you mentioned, that an already opened ticket (received from clients) will automatically put the correct option when someone grabs a ticket.

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