分配控制应用旨在限制工单的可用受托人。 通过定位特定的用户、组、标签或组织,这将使特定的组或用户从工单受托人下拉列表中隐藏。
此文章包含以下主题：
应用如何运作
分配控制应用可从受托人下拉列表中隐藏某些用户或组。这允许管理员限制专员可以分配工单的对象。以某些用户、组、标签或组织为目标,意味着专员可以拥有一个更受限、更易于管理的其他专员和组列表,他们可以向其分配工单。
安装分配控制应用
- 在Zendesk Support中,单击管理员(
),然后选择应用>市场。在搜索栏中输入"分配控制"。 - 双击"分配控制"应用图标,并单击"安装" 。
- 在安装部分,输入分配控制应用的名称,根据需要启用组和用户角色限制。
- 在应用详情页面上，单击安装。
安装后也可以导航到这些配置选项管理员>应用 > 管理,在当前已安装的标签下,单击作业控制应用下拉菜单,并选择更改设置 。
使用分配控制应用
分配控制应用未显示在 Support 的工单编辑器中。您可能会在应用侧栏的右上角看到一个小眼睛,表示有应用程序正在后台运行。
该应用的所有功能都可从应用设置屏幕进行控制。在进行各种设置之前,获取您所需的用户、组和组织 ID 可能会有所帮助。您可以通过导航到设置>管理> 来获取这些 ID人。组和用户的 ID 可在该特定用户或组的个人页面URL中找到。
在hidden_user_ids和hidden_group_ids字段中,将您要隐藏的用户和组的 ID 放在受托人下拉列表中。请注意,如果您隐藏整个组,该组内的用户将不可用,除非他们也是其它组的成员。ID 应按以下格式添加
3586939372, 2489672093
在标有目标的字段中,选择将应用隐藏的限制的特定组、组织、标签和用户。例如,如果您希望第 1 层组的专员不能分配工单给第 3 层组的专员,您可将第 3 层组的 ID 放在hidden_group_ids字段中,将第 1 层组的 ID 放在target_group_ids字段。您必须至少填写一个目标字段,以使该应用正常工作。
注意： 分配控制应用仅可在工单编辑器中使用。 它不会在工单视图中隐藏用户或组。
发布通知
2.0.4 版 - 2020-08-31
- 已修复当打开多张工单并隐藏大量受托人时,导致应用变慢的问题。
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15 条评论
Shawna James
0
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?
0
Dane
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.
1
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?
0
WATCHARA MONTHON
Thanks 😊
0
WATCHARA MONTHON
ขอบคุณมากครับ
0
Stacy Win
Anais
Go to the organization record and you can see the org id in the URL.
0
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?
0
Ashley M
Does not seem to work in side conversations? You can still see all the groups.
1
Prateek Chhetri
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.
0
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