Hide Assignees from Specific Groups

9 Comentarios

  • Andrew J
    Community Moderator

    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.

    1
  • Thomas Verschoren
    Community Moderator

    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)

    1
  • McCabe Tonna
    Community Moderator

    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

    0
  • Thomas D'Hoe
    Community Moderator

    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.

    0
  • Ron de Vries

    Hi all, 

     

    Thanks for the replies!

    @... 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

    0
  • Ron de Vries

    HI Thomas Verschoren

    We have the Enterpise plan so private APPS can be created. I'll look into it with one of our Software Developers. Do you know if it's possible to also hide a specific group?

    Meaning: only Agent X and Agent Y can have access to Group HR. Alle other agents can access all other tickets EXCEPT the HR Group? Right now I've put all agents in the groups except HR but this makes for a terrible view in assigning, agents often assign to a wrong group (because the agent is in almost al groups) and this trouble our Explore data as well. 

    Let me know! Thanks in advance and stay safe. 

    - Ron 

    0
  • Thomas Verschoren
    Community Moderator

    Hey Ron de Vries

    I use the Assignment control app for that:

    https://www.zendesk.com/apps/support/assignment-control/

    Not the nicest looking of apps, but it does what you need

    You can hide specific groups for specific users or groups.

    E.g.

    You set a HIDDEN GROUP ID for a TARGET GROUP.

    If you have more than one combination, you can install the App multiple times.

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  • Ron de Vries

    Hi Thomas,

    Thanks! I'm trying to understand how the app works. Can I also hide assignees from a specifc group? 


    E.g. Group = Finance - hide assignes 1111223,32353243,234234132

    These assignees do have to be visble in other groups though. I'd like to specify the assignees per group. I tried by setting Hidden Users to a Targeted Group but doesn't seem to work. Neither Targeted Users vs Targeted Group seems to work. 

    Any idea? Thanks! 

    Regards,

    -Ron

    0
  • Thomas Verschoren
    Community Moderator

    No, as far as I can see the app only allows you to hide a specific group for a specific set of users.

    0

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