The Assignment Control app is designed to limit the available assignees for a ticket. By targeting specific users, groups, tags, or organizations, this enables specific groups or users to be hidden from the Ticket Assignee drop-down.
This article contains the following topics:
- How the app works
- Installing the Assignment Control app
- Using the Assignment Control app
- Release Notes
How the app works
The Assignment Control app hides certain users or groups from the assignee drop-down. This allows administrators to limit to whom an agent can assign a ticket. Targeting certain users, groups, tags, or organizations means that agents can have a more limited, easier to manage list of other agents and groups to whom they can assign a ticket.
Installing the Assignment Control app
- In Zendesk Support, click Admin (
), then select Apps > Marketplace. Enter "Assignment Control" in the search bar. - Double-click on the Assignment Control app icon, and click Install.
- In the Installation section, enter a name for the Assignment Control app, enable group and role restrictions if required.
- On the app details page, click Install.
These configuration options are also available after installation by navigating to Admin > Apps > Manage, and under the Currently installed tab, click the Assignment Control app dropdown options, and select Change settings.
Using the Assignment Control app
The Assignment Control app does not appear in the ticket editor in Support. You may see a small eye at the upper right-hand corner of the app sidebar to indicate that an application is running in the background.
All the functionality for the app is controlled from the application settings screen. Before setting the various settings, it may be helpful to obtain the user, group, and organization IDs you'll need. You can obtain these IDs by navigating to Settings > Manage > People. The ID for groups and users can be found in the URL on the individual page for that particular user or group.
In the hidden_user_ids and hidden_group_ids fields, place the ids for the users and groups that you wish to have hidden in the assignee drop-down. Note that if you hide an entire group, users within that group will not be available unless they are also members of other groups. IDs should be added in the following format
3586939372, 2489672093
In the fields labeled as targeted, choose which specific groups, organizations, tags, and users will have the hidden restrictions applied. For instance, if you want keep agents in a Tier 1 group from being able to assign tickets to agents in a Tier 3 group, you would place the id for the Tier 3 group in the hidden_group_ids field and the id for the Tier 1 group in the targeted_group_ids field. You must fill in at least one of the targeted fields for the app to work.
Note: The Assignment Control app only functions in the ticket editor. It will not hide users or groups in ticket views.
Release Notes
Version 2.0.4 - 2020-08-31
- Fixed an issue that caused the app to slow down when opening multiple tickets and having a large group of assignees hidden.
15 comments
Shawna James
0
Ben Kroes
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?
0
Dane
Unfortunately, the app does not have conditional function.
What I can suggest is just utilize the ticket permission for each roles/agents so that they don't have access to tickets that they don't belong to.
If you feel this isn’t sufficient feel free to provide feedback in the Community page. This is to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
1
Lydia Forsyth
Dane I see you commented on here before - thus the tag.
I'm wondering if there is a way to limit in a more specific way what groups can view different groups? So I want the Luxury group to not see Support Escalations group and I want the Support group to not see the Luxury Escalations group, however; it seems like if I put the Support Escalations group and Luxury escalations group as the hidden group IDs, and put the Luxury group and Support Group as the targeted groups, then neither will see either of those groups.
Do you know if Zendesk has on it's roadmap a way to hide specific groups from groups?
0
WATCHARA MONTHON
Thanks 😊
0
WATCHARA MONTHON
ขอบคุณมากครับ
0
Stacy Win
Anais
Go to the organization record and you can see the org id in the URL.
0
Anais
I understand that we need to add a targeted agent/group/organization for the app to work.
I want to apply the hidden groups to anyone. The easiest way I believe is to use our organization ID as target, but where can I find it?
0
Ashley M
Does not seem to work in side conversations? You can still see all the groups.
1
Prateek Chhetri
Unfortunately, the app currently cannot hide agents from specific groups. With the current capabilities of the app, you can either hide certain agents or groups - from all the available options in the assignee dropdown.
0
Sign in to leave a comment.