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.
8 Comments
So far the app is working great! I was wondering if there was a way to control views even further among certain groups? For example, Group A only needs access to views X and Y, but group B needs access to all views except Z. I don't see a way to further categorize the views that each group can see, only the ability to hide this range of views, from these groups of people.
Hey Rhiana,
If you're trying to restrict views to specific groups, you may want to take a look at our Multiple Group Views early access program that just released.
It sounds like this feature could get you relatively close to what you're looking for.
Let me know if you have additional questions for me :)
I think I must be doing something wrong...
I have obtained the group IDs I want to hide, from the URL and confirmed via the API:
Added those IDs into the Hidden Groups section in the settings (with and without spaces after the commas):
But the groups are still in the Assignee drop-down list:
I've tried refreshing the page and logging out / into Zendesk...
Many thanks for your help!!
Matt Leventhal In addition to filling in the Hidden groups box, did you also fill in one of the Targeted boxes? The app needs to know what groups, orgs, or users it should be hiding those assignees for.
Ah ha - no I hadn't, sorry - I thought those Targetted fields were all optional and that leaving them empty would hide the groups for everyone.
I have now added some Targetted Groups, of which I am a member of one of them... but I'm still seeing the groups that should be hidden.
Might that be because I'm an Administrator of Zendesk ??
Matt Leventhal Yes, if you're an admin, your permissions for that will override the more restrictive permissions of the targeted group. In general, if any group you're a member of has the permission, that will take precedence over a restriction..
We have all of our employees set as light agents by default and placed into an All Employees group. If they get upgraded to a full agent, we add them to other groups but keep them in the All Employees group as well.
Ideally I'd like to hide the All Employees group from everyone since it shouldn't be used for tickets but I can't get it to work.
When setting up this app, I placed the group id for All Employees in the Hidden groups field AND the Targeted groups field but doesn't seem to work. I can still search for a user in the assignee field and see "All Employees / <agent name>." What am I doing wrong?
Hi Candace Alexandres. From my understanding, this app only hides the selections from the dropdown menu, not the search. I am not aware of a way to apply it to the search function.
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