In some cases we create groups that we hide in the ticket interface (assignment field) via this app:
Use case is internal service desk with agent groups like IT, HR, Facilities on it.
Via the role permissions we have defined that agents only can see tickets in their own group. This works for the difference departments (IT can't see the HR tickets and visa versa). But inside the IT department you have subgroups like Tier 1, Tier 2, Tier 3. So this will say that Tier 1 can't find the Tier 2 tickets once they are assigned to that specific Tier (because it's another agent group they don't belong to).
And yes, I know that agents can belong to more than one group but then you have the problem that Tier 1 have all the views of Tier 2 (and visa versa :-)).
So in our case tier 1 & tier 2 belong to a master group IT , tier 1 belongs to a group IT Helpdesk and tier 2 belongs to a group IT Operations. In that way we can create different views for IT Helpdesk and IT Operations, but the ticket always stay in the master (parent) group IT.
The views are based on a custom ticket field to show the tickets in de different views.
In that case we need to hide the IT Helpdesk & IT Operations group (via that specific app) so that you can't assign tickets to the "HIDDEN GROUP".
So it will be useful to also hide gorups in the side conversations interface.
See IT 1st Line (Hidden View) in my example.
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