The Agent rule of the Hide.fy app allows you to control the visibility, hiding, or disabling of agents in the ticket assignment list of Zendesk. This functionality reduces operational risks, prevents improper assignments, and reinforces governance over strategic roles, fully respecting the native permissions of the platform.
The Hide.fy app offers advanced control mechanisms over sensitive elements of Zendesk, allowing administrators to refine the operational experience without impacting the native structure of the account. The Agent rule directly affects the ticket assignment list, ensuring greater accuracy in direction.
Overview of the Agent Rule
The Agent rule allows you to define, individually, how each agent will be presented in the ticket assignment list. The available options allow:
- Keep the agent normally visible
- Hide the agent from the assignment list
- Disable the agent for selection
This configuration is applied globally, affecting all users impacted by the rule, always respecting the default permission settings of Zendesk. If an agent is already natively restricted, Hide.fy does not remove or circumvent this limitation.
Practical Operation
When applying the Agent rule, Hide.fy operates at the user interface and experience layer, organizing the assignment list displayed in tickets. Agents defined as hidden or disabled will no longer appear as valid options for manual assignment.
It is important to highlight that these agents are positioned below the standard assignment list and will have their behavior adjusted according to the defined rule, without interfering with automations, history, or data from Zendesk.
Main Use Cases
The Agent rule is especially indicated for the following scenarios:
- Prevention of accidental assignments to users in leadership roles
- Exclusion of administrators from the operational support list
- Hiding technical or strategic agents who do not provide direct support
- Reduction of visual noise in the assignment list for frontline agents
A recurring case is the presence of platform administrators or managers in the assignment list, which can generate tickets without proper follow-up if assigned by mistake.
How to Use the Agent Rule
To access the Agent rule, locate the Hide.fy app in the left sidebar navigation menu of Zendesk. Upon opening the application, go to the Dashboards area.
Within the dashboards, select the Agents menu, which will be displayed according to the language configured in the account.
After accessing the menu, a spreadsheet view will load containing all the agents available in the Zendesk account. The listing includes information such as name, email, group, support role, and access status.
In the last column, identified as Visibility, each agent has a dropdown field. In this field, the administrator can define the desired condition for that specific agent.
Based on the selection made, the agent will be hidden or disabled in the ticket assignment list, positioning themselves below the other available agents, according to the applied rule.
Operational Benefits
With the Agent rule configured correctly, the operation will benefit from:
- Greater control over manual assignments
- Reduction of misdirection errors
- Protection of strategic and administrative roles
- Better operational experience for support agents
This functionality is highly recommended for Zendesk environments with multiple user profiles and mature operations, where governance and efficiency are critical factors.
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