Hide Assignees from Specific Groups

5 Comentarios

  • McCabe Tonna
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    interested in something like this as well.

     

    I'm hoping ZD expands on 'ticket privacy' sometime soon as the current options are not very flexible

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  • Andrew J
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    We used to have this problem with this affecting group metrics.  We just used a rough workaround by using a trigger to change to the correct group based on the ticket type/issue type.

    We also did something else where we did not allow a ticket to be assigned to another group unless it was not assigned to an agent.  In our case, this was to prevent other groups from bypassing our priorities and workflows. Basically it just keeps bouncing back to them until they get it right.  

    Another thing we used was assign Macros... (which could be forced to be used) which means they had easier options for choosing the right one.

    It's possible you may find something in your workflow that could be leveraged either correct the issue at the time of submission, or to influence agent behaviour.

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  • Thomas Verschoren
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    This might be possible with a private app purpose build for your case. I did something similar for a client once.

    They gave me a list of specific users/groups that should be shown, and the rest we hid in the dropdown.

    But it’ll need to be a private app, custom build, so you need Zendesk Professional.

    But you can grab all the assignee options via the ZAT tools, and then parse the result and hide specific options in the dropdown based on the result.

    Get all assignee options:

    Gets you the list of all options:

    And then hide the values with:

    You could check the Zendesk Partner listing to find a (local) partner that can build this for you.

    (Disclaimer: I work for one, so feel free to contact us, or search for a local one https://www.zendesk.com/marketplace/partners/premium-plus/?source=partner_directory)

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  • Thomas D'Hoe
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    Hi Ron,

    I wrote a similar post about it in this post. Maybe you can upvote it, it can use some extra votes ;-)

    As my colleague mentioned you can develop a private app, but maybe a combination of this existing apps can help you also:

    CloudSET Tailoring => making use of the CloudSET roles engine
    CloudSET Conditionality => to manipulate the Group field

     

    The trick here is to set-up two sets of segmented Groups.

    Conditionality is used to present a versions of the same logical group (view permission), such that you display the right operational listing for the Group that works on the tickets.

    Note: Once you put a field under conditional control, you'll need other rules to ensure that groups are shown. 
    If you need more info on how this app works, you can contact the developer and they will help you further.

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  • Ron de Vries
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    Hi all, 

     

    Thanks for the replies!

    Thomas D'Hoe I've upvoted your post. 

    I'll look into your replies soon and get back on it. I've also asked ZD if there's something on the roadmap for this. Will keep you posted if something clears up. 

    Cheers, 

    Ron

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