Assignment Control

As others have noted, it's not the most intuitive setup ever, but that's understandable given the framework provided for custom app configurations. It should still only take a few minute to get it set up and the app does exactly what it advertises. It's important to note that this is only a front-end protection against assignment to the groups you configure. Anyone using the API or any triggers/automations you have set up can still assign tickets to any group. I highly recommend using a trigger to move tickets assigned to a hidden group somewhere else as an extra layer of security to avoid any tickets getting lost if they hit an edge case.

This app works, however, it's not intuitive. My use case is that we want/ have to have the default group "All Users", but we don't want anyone to assign tickets to that group. So, the app requires that we specify "hide All Users group" AND specify "hide that group FROM All Users group". So, you need at least one "hidden group" and one "targeted group" to hide a group from a group. Otherwise the app only knows what to hide, but not who to hide it from.

This APP doesn't work and it is not very user friendly. Instead of choosing the groups or agents you want to hide, you need to find the ID first which is not very easy. I tried to hide a group, but i am still able to assign tickets to the hidden group.

Does not have any affect in side conversations, you can still search and see all the hidden groups. Would be better if you could just select the groups in the app rather than inputting the ID's.

This App is helpful to hide certain groups from appearing, however I wish there were a "Read-Only" option in addition to the "Hidden" groups. Use Case: There are some groups we want to be assigned only via macro (like Tier 2 for example). We would like to avoid our T1 agents from manually selecting Tier 2 while addressing a ticket and have them utilize macros to do this instead. This helps us ensure that the additional settings from the macro are actioned on the ticket (adding tracking tags, setting the ticket status, etc). However how it works now, if we were attempting to use this app for the above reason we'd be unable to. If Tier 2 is added to the "Hidden" groups of the app, and a Tier 1 agent applies a Tier 2 assignment a macro to a case, the macro will take all actions *except* for adjusting the group. Because the Tier 2 group is hidden overall from the Tier 1 agent with this app, the macro doesn't allow that to update on the ticket.