Editing an activity group assignment
To edit the group assignment for an activity, double click the activity shape and then edit the assigned to group property.
The assigned to group property of an activity controls which group or groups the ticket must be assigned to when the activity is in progress. When you transition the workflow to a new activity on which assigned to groups are defined, the Zendesk ticket Interface will prompt you to supply one of the assigned to groups or a member of one of these groups when you submit the ticket. Using this property, it is possible to design your process so that responsibility for various activities in the process is distributed across many groups and agents.
Double click the activity shape and then click the add (or edit if assign to groups already exist) button to edit these groups. A modal is displayed in which the available groups are listed. If no assign to groups are defined for an activity, then the group/assignee for the ticket will not change when transitioning to the activity.
- Check box to select activity to assign to group (3).
Add Assignee As CC
When a ticket is assigned to a different group as it progresses through the workflow, it may be useful for the previous assignee to keep in touch with what is happening with the ticket. To help with this, a configuration option is available which allows the previous assignee to be added as a CC on the ticket when it is assigned to another group/agent.
Double click the Activity shape (1) and then select the Add Assignee As CC slider (2). This slider will only appear if the Assigned To Group setting has at least one group defined. In the example above, when the workflow transitions to the Change Managers Assessment activity, the ticket will be assigned to the Change Managers group and the previous assignee will be added as a CC to the ticket.
Workflow start activity
The start activity of a workflow (the activity linked to the start shape) may have assign to groups defined. When a ticket is placed under workflow control the following behaviour occurs
|Start activity assign to group
|The ticket group and assignee are unchanged
|The ticket will be assigned to the identified group
|The ticket will be assigned to the first group of the many
Generally, it makes sense to have at most one assign to group for a start activity.