Leave a Zendesk group out (e.g. Sales)

If some groups get CSAT surveys but aren't part of your dispute process, like Sales, you can exclude them.

Steps

1. Open Dispute's Home tab and click ⚙️ Team settings.
2. Next to Excluded groups, click Change.
3. Pick the groups to leave out and save.

What changes

• Ratings on tickets in an excluded group are ignored: no messages to agents, no disputes, and they're left out of Home stats and the weekly summary.
• Every other group is included, including groups you add to Zendesk later, so a new support team is never left out by accident. Tickets with no group are included.
• If a ticket moves into an excluded group, its rating is dropped. A dispute still waiting closes, and the agent and reviewer are told why. Nothing changes in Zendesk, and disputes already decided stay as they are.
• If you include a group again, its recent ratings come back.

❗Excluding a group that has its own reviewers removes them, since there's nothing left for them to review. The form tells you before you save.