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.
11 Comments
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.
Could this be used to hide selected support groups from being selectable in:
We are looking at creating groups to control views etc. that are not directly related to routing or serving tickets and this looks like it could be a great help...
It's only designed to hide/limit the available assignees for tickets. Therefore, it cannot be used for selecting groups/department in the channels you have mentioned.
We have a complex setup of Groups and Agents. As the account is supporting 3 different brands. For just one brand, there are about 9 regions for individual support. This complexity has the Zendesk team restricting agents to only view tickets in their group.
However, one region for one brand could have 3 or more groups of agents supporting their tickets. For example, there is a group of support agents, a group of product support agents, and a group of client support agents. Agents in the region, need to be able to see tickets in any of the groups but only work tickets in their specific group. To support this agents are assigned to all three groups so they can see tickets outside of the group they are responsible for.
Would like to do the following with the app:
Hide specific groups - No issues here
Hide Agents from specific groups - Not sure how to do this
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.
Does not seem to work in side conversations? You can still see all the groups.
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?
Anais
Go to the organization record and you can see the org id in the URL.
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Thanks 😊
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