Hide Groups from request assignment.

Answered

17 Comments

  • Graeme Carmichael

    Wolf

    Check out the Assignment Control app from the marketplace.

    • This app allows Zendesk Admins to define which Groups & Assignees specific agents have access to when working on a ticket.
    • Groups & Assignees can be hidden from agents that belong to a certain group, organisation or have a particular user tag.

    This app is free and made by Zendesk but is part of Zendesk Labs, so be sure to read the conditions before installing.

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  • Josh Keller

    Excellent app -- thanks!

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  • Luigi Petrolito

    I am looking for this app but I am not able to find it on the marketplace. Has it been removed?

    Thanks

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  • Nicole - Community Manager

    Hey Luigi -

    I'm looking into what happened to this app; will let you know as soon as we hear something!

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  • Josh Keller

    You can clone/download it here and upload it as a private app. Strange, though, that it disappeared from the marketplace.

    https://github.com/zendesklabs/assignment_control_app

     

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  • Nicole - Community Manager

    thanks for sharing, Josh! I'll keep looking into the marketplace issue.

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  • Luigi Petrolito

    Great Thanks!

    I will give it a try. Have a great day!

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  • Nicole - Community Manager

    Hi all -

    Update on the disappearance of this app, it was a Zendesk Labs app which means it's experimental and may disappear at any time. As we have been updating our apps framework, we've been removing outdated and unsupported Zendesk Labs apps from the Zendesk Marketplace. Some are being updated to the v2 framework, and this one is under consideration for that process.

    We can't guarantee that it will return, but if it does, it would become an officially supported 'Built by Zendesk' app maintained by our Professional Services team.

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  • Kristyn Thomas

    Looks like the Private app is no longer an option due to the new framework as well.

     

    @Nicole - I vote for new app for this too!

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  • Nicole - Community Manager

    We'll keep you posted, Kristyn!

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  • Josh Keller

    I'm using the Assignment Control app -- I installed it from the Marketplace before it was removed. Does this mean it will soon stop working if it's not compatible with the new apps framework?

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  • Nicole - Community Manager

    Hi Josh -

    I have confirmed that Assignment Control is currently on the list of apps we are planning to update to v2 of the framework. It's possible that they will add new features and functionality and it may no longer be a free app, but at the moment that's TBD.

    You should be able to continue using the v1 app for the time being, and will receive a communication later this year when it's time to upgrade to v2.

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  • Josh Keller

    Thanks for letting me know, Nicole. I sure hope it stays free--this is basic functionality that I would think should be part of the default Support system.

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  • Nick Haddad

    Hi all,

    I have built a ZAF V2 adaptation of the Assignment Control app for my own personal use. The repo posted above looks fairly stale, so I haven't submitted a pull request.

    Is there someone I should chat with specifically about this? I don't want to distribute the app without ZD's permission because it is definitely based on the ZendeskLabs ZAF V1 Version.

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  • Josh Keller

    That's awesome, Nick! Yeah you can just send that app over to me. ;) Just kidding, kinda, but thanks for attempting to share your work.

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  • Nicole - Community Manager

    Hey Nick -

    I checked with our apps team, and they said you're welcome to distribute your app, with the caveat for all users that any apps installed from 3rd parties are not guaranteed to work and that we can't support them if they break or doesn't work as expected. We recommend alerting people to this when they install it.

    Zendesk is planning to release a fully supported v2 of Assignment Control later this year, though it will likely no longer be a free app at that point in time. We don't have an official ETA, but it's not slated until the second half of the year at this point.

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  • Nicholas Haddad

    @Josh Keller -- I just wanted to drop a note and say that the app I referenced earlier has been added to the Zendesk Marketplace and can be found here. It's called Assignee Mask and is largely the same as the old Zendesk Labs app, except that it's framework V2, is a little more performant, and you can apply the rules globally to all agents if you choose to rather than specifying targeted groups or orgs.

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