Group Rule (individual)

The Hide.fy app was developed to provide greater operational control within Zendesk, allowing administrators to apply specific rules to sensitive elements of the platform. One of the most relevant rules is the Group rule, which directly impacts ticket routing management.

Overview of the Group Rule

The Group rule allows for centralized definition of which groups will be:

• Visible to agents (default)
• Hidden from the interface
• Disabled for selection

This configuration is applied globally for all users impacted by the rule, always respecting the default permissions set in Zendesk. If a group is already natively restricted by the platform, Hide.fy does not override this limitation, ensuring full adherence to best practices and security of the environment.

Practical Functioning

By configuring the Group rule in Hide.fy, the administrator can eliminate groups from the agent's experience that should not receive tickets manually. This reduces human errors, rework, and the risk of tickets going without proper attention.

The app's logic is complementary to Zendesk's native rules, acting exclusively on the visibility and interaction layer, without altering the structural settings of the account.

Main Use Cases

The Group rule is highly recommended in the following scenarios:

• Hiding private groups that should not receive tickets directly
• Disabling internal technical groups used only for automations or escalations
• Preventing misrouting to groups that do not have customer service SLAs
• Simplifying the interface for agents, reducing operational noise and incorrect choices

A common example is the use of technical or back-office groups that, if they mistakenly receive tickets, can cause significant delays in customer service.

Operational Benefits

With the Group rule correctly configured, the operation gains:

• Greater governance over the ticket flow
• Reduction of routing errors
• Better experience for agents
• Adherence to service and segmentation strategies

This approach directly contributes to operational efficiency and the quality of service provided.

The use of the Group rule in Hide.fy is recommended for mature Zendesk environments, with multiple groups and well-defined flows, where fine control of the operation is a critical success factor.

How to Use the Group Rule

To access the Group rule in the Hide.fy app, the administrator must locate the application in the left sidebar navigation menu of Zendesk. After opening the app, the Dashboards area will be displayed.

Within the dashboards, select the Groups menu, which will be presented according to the language configured in the Zendesk account.

Upon accessing this menu, a spreadsheet view will load in the main panel. This spreadsheet presents the complete listing of all groups available in the Zendesk account, regardless of the status or operational purpose of each.

Configuring Group Visibility

In the last column of the spreadsheet, labeled Visibility, each group will have a dropdown field. This field allows for the definition of the display and usage condition of the group individually.

For each row corresponding to a group, the administrator can select the desired visibility option directly from the dropdown, applying the rule immediately according to the policy defined by the operation.

This approach enables granular and centralized control, facilitating quick adjustments and reducing the risks of incorrect ticket routing, without the need for structural changes to the native settings of Zendesk.