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Installing and using the Assignment Control app



Edited Aug 21, 2024


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15 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? 

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Chris Bulin

Community Moderator

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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Could this be used to hide selected support groups from being selectable in:

  • Guide
  • Chat
  • Web Widget

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...

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Dane

Zendesk Engineering

Hi James,
 
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.

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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 "inactive" groups from all users
  • Making changes to the group structure but we cannot delete the groups because then agents lose access to closed tickets) 

Hide Agents from specific groups - Not sure how to do this

  • Want agents associated with all the groups so they can see tickets but only want specific agents to be displayed in specific groups they are responsible for solving tickets
  • Support agent names to be displayed in the Support group but hidden in the product support and client support groups
  • Product Support agent names to be displayed in the Product Support group but hidden in the support and client support groups
  • Client Support agent names to be displayed in the Client Support group but hidden in the support and product support groups

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Hey Stacy,
 
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.

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Does not seem to work in side conversations? You can still see all the groups.

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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? 

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Anais

Go to the organization record and you can see the org id in the URL.

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 ขอบคุณมากครับ

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Thanks 😊

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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? 

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Dane

Zendesk Engineering

Hi Lydia,

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.

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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?

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Shawna James

Community Product Feedback Specialist

Hey Ben, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Apps and Integrations where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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