The Assignment Control app

The app hides certain users or groups from the assignee drop-down, so an admin can limit who an agent is able to assign a ticket to.

The app hides certain users or groups from the assignee drop-down, so an admin can limit who an agent is able to assign a ticket to. It works by removing options rather than by blocking an action.

Set it up

1. Install the app.
2. Configure everything from the app's settings screen: which groups or agents are hidden, and from whom.
3. Open a ticket as an affected agent and check that the assignee drop-down shows what you intended.

It has no panel on the ticket

This is the part that sends people looking. The app does not appear in the ticket editor. All of its behaviour comes from the settings screen, and on the ticket you may see only a small eye icon indicating that it is running in the background.

So "the app is not working" usually means somebody was looking for a panel that does not exist. Check the drop-down, not the sidebar.

The problem it solves

An agent assigning a ticket to a colleague on holiday, to somebody in another department, or to a group that does not handle that work. The ticket looks assigned and sits unworked, and nothing flags it, because assignment is the thing that normally makes work visible.

Removing the option is more reliable than a rule that fires afterwards: the agent never makes the wrong choice in the first place.

Where it is genuinely needed

Larger accounts with many groups, where an agent cannot reasonably know who handles what. In a team of eight, people know, and this is bureaucracy.

And do not over-restrict. Agents need to hand work to the right person, and a rule that prevents a legitimate assignment produces a workaround: an internal note asking somebody to pick it up, which is invisible to every report you have.

See also

• What a group is and how to organise them
• What omnichannel routing is and what it replaces
• The Agent Notification app