Ben Kroes

+1

We've created groups and hidden them using this Account Control App. We use Zendesk messaging, and needed a way to route chat requests to the appropriate group of agents. In our use case, we have an IT group with 10 agents. However, only 5 of these agents have the skills needed to service a specific line of business that we capture with a bot during the messaging flow. We needed to create a group for these 5 agents, but this group is only needed for routing messages. As such, we don't want everyone else in our account to see and assign tickets to this group. It would be nice if this app was able to hide the group even when an agent uses the bulk "Edit ticket(s)" button. Even better, if there was a different way to assign incoming messages to a group of agents with a specific skill set (without having to create a Zendesk group) that would be ideal. I'm sure this is a unique use case, but wondering if anyone else has run into this?

Our organization would really like to see this feature as well.