Assigning Tasks and Requests to Groups... how do I?

Assigning Tasks and Requests to Groups... how do I?


I've spent many hours exploring Zoho Support and we are generally satisfied with the system.  I'm trying to understand how a system that has so much to offer can be missing GROUP assignment and queue functionality.  I am hoping that there is a way to resolve this issue.  Can someone either clarify that this can be done (and tell me how) or how to get around this?  

We currently assign tasks to a group (IT, Software Engineering, QA, Trainng, Implementation, etc).  There are multiple members in each of these groups and these members have access to these group queues.   Each member picks an item from that queue and works on it.   Otherwise, how would someone from a particular department pick someone from another one?  

So, for instance, assume John (Implementation group) wants to assign a request to the training group.  John doesn't know if he should assign it to Sally, Jimmy or Peter (all part of the training group).  Honestly, John is not supposed to directly assign something to an individual.  

Am I forced to have John assign it to the Training manager and then have to ensure the training manager assigns it to Sally, Jimmy or Peter?   This process makes it very dependent on the training manager.  What if the training manager is unavailable or, more importantly, doing more productive things with her/his time?  

I'm sure others have faced this issue and there may be a simple way around it.  I'm just not seeing it. 

Thank you for your help.

      Zoho Developer Community

                                Zoho Desk Resources

                                • Desk Community Learning Series

                                • Digest

                                • Functions

                                • Meetups

                                • Kbase

                                • Resources

                                • Glossary

                                • Desk Marketplace

                                • MVP Corner

                                • Word of the Day

                                    Zoho Marketing Automation
                                            • Sticky Posts

                                            • Edit and Delete options in Comments

                                              A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important
                                            • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

                                              In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
                                            • Announcing the New and Improved Article Editor

                                              KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
                                            • Announcing the Happiness Rating 2.0!

                                              Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.    Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
                                            • Webinar 2: Supercharged customer support for growing business

                                              Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

                                            Manage your brands on social media

                                                  Zoho TeamInbox Resources

                                                    Zoho DataPrep Resources

                                                      Zoho CRM Plus Resources

                                                        Zoho Books Resources

                                                          Zoho Subscriptions Resources

                                                            Zoho Projects Resources

                                                              Zoho Sprints Resources

                                                                Qntrl Resources

                                                                  Zoho Creator Resources

                                                                    Zoho WorkDrive Resources

                                                                      Zoho Campaigns Resources

                                                                        Zoho CRM Resources

                                                                        • CRM Community Learning Series

                                                                          CRM Community Learning Series

                                                                        • Tips


                                                                        • Functions


                                                                        • Meetups


                                                                        • Kbase


                                                                        • Resources


                                                                        • Digest


                                                                        • CRM Marketplace

                                                                          CRM Marketplace

                                                                        • MVP Corner

                                                                          MVP Corner

                                                                            Design. Discuss. Deliver.

                                                                            Create visually engaging stories with Zoho Show.

                                                                            Get Started Now