Group/Agent Rule (association)

The Hide.fy app provides association rules that significantly enhance Zendesk's governance capabilities. The Group/Agent Association rule was created for scenarios where the same agent belongs to multiple groups but should not operate in all of them.

Overview of the Group/Agent Association Rule

The Group/Agent Association rule allows defining how an agent will be displayed in the assignment list according to the group selected in the ticket.

For each combination of group and agent, it is possible to configure whether the agent will be:

• Visible for assignment
• Hidden from the assignment list
• Disabled for selection

This approach differs from the individual Agent rule, where the configuration is applied globally, regardless of the selected group.

Difference from the Agent Rule

In the individual Agent rule, when hiding or disabling an agent, this configuration is applied to all groups they belong to.

In contrast, the Group/Agent Association rule provides contextual control. The same agent can:

• Be available for assignment in one group
• Be hidden or disabled in another group

This allows accurately reflecting the agent's actual role within the operation.

Practical Functioning

When configuring the Group/Agent Association rule, Hide.fy evaluates the selected group in the ticket and applies the corresponding rule for the agents associated with that group.

For example, if the agent Apper is associated with two distinct groups, one operational and the other only for monitoring, it is possible to:

• Keep the agent visible and available in the operational group
• Hide or disable the agent in the monitoring group

This way, accidental assignments are avoided without restricting the agent's access to the group.

Key Use Cases

The Group/Agent Association rule is suitable for scenarios such as:

• Agents belonging to monitoring or observability groups
• Leaders who monitor tickets but should not receive assignments
• Administrators who need to access groups without engaging in support
• Operations with multiple levels of support and well-defined roles

This rule is especially useful in matrix structures, where access and operational responsibility are not equivalent.

How to Use the Group/Agent Association Rule

To access the Group/Agent Association 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 Group/Agent menu located in the Association Rules section.

Accessing this menu will display a spreadsheet or matrix view, presenting the groups and the agents associated with each.

For each combination of group and agent, the Visibility column provides a dropdown where the administrator can define the desired condition.

Based on the applied configuration, the agent will be displayed, hidden, or disabled in the assignment list only when that specific group is selected in the ticket.

Operational Benefits

With the Group/Agent Association rule correctly configured, the operation gains:

• Granular control by group
• Reduction of undue assignments
• Precise adherence to operational roles
• Greater flexibility in access and action management

This functionality is highly recommended for complex Zendesk environments, where agents have multiple associations and distinct responsibilities within the operation.