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Zendesk Team

2024년 8월 21일에 편집됨

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      Shawna James

      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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      Ben Kroes

      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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      Dane

      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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      Lydia Forsyth

      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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      WATCHARA MONTHON

      Thanks 😊

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      WATCHARA MONTHON

       ขอบคุณมากครับ

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      Stacy Win

      Anais

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

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      Anais

      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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      Ashley M

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

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      Prateek Chhetri

      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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