Installing and using the Assignment Control app

<div class="p"><div class="note important">
<span class="importanttitle"><strong>Important:</strong></span><strong> </strong>The Assignment Control app will be discontinued on October 21, 2026. See the <a href="https://support.zendesk.com/hc/en-us/articles/10479808424986" target="_blank" rel="noopener noreferrer">announcement</a> for more information. </div></div><p>The Assignment Control app is designed to limit the available assignees for a ticket. By targeting specific users, groups, tags, or organizations, this enables specific groups or users to be hidden from the <strong>Ticket Assignee</strong> drop-down.</p><p>This article contains the following topics:</p><ul>
<li data-list-item-id="e780e01263888efc80d77c21bfa3e7e96"><a href="#h_8587345c-867d-4587-aeb7-34eca20838ea" target="_self">How the app works</a></li>
<li data-list-item-id="ea1e1b5f5c1faafff4358dc91176a3acf"><a href="#h_a01f8f7d-066b-43df-b557-1eed7dcc5598" target="_self">Using the Assignment Control app</a></li>
</ul><h2 id="h_8587345c-867d-4587-aeb7-34eca20838ea">How the app works</h2><p>The Assignment Control app hides certain users or groups from the assignee drop-down. This allows administrators to limit to whom an agent can assign a ticket. Targeting certain users, groups, tags, or organizations means that agents can have a more limited, easier to manage list of other agents and groups to whom they can assign a ticket.</p><h2 id="h_a01f8f7d-066b-43df-b557-1eed7dcc5598">Using the Assignment Control app</h2><p>The Assignment Control app does not appear in the ticket editor in Support. You may see a small eye at the upper right-hand corner of the app sidebar to indicate that an application is running in the background.</p><p><img src="https://support.zendesk.com/hc/article_attachments/7856678509210" alt=""></p><p>All the functionality for the app is controlled from the application settings screen. Before setting the various settings, it may be helpful to obtain the user, group, and organization IDs you'll need. You can obtain these IDs by navigating to <strong>Settings </strong>&gt;<strong> Manage </strong>&gt;<strong> People. </strong>The ID for groups and users can be found in the URL on the individual page for that particular user or group.</p><p>In the <strong>hidden_user_ids</strong> and <strong>hidden_group_ids</strong> fields, place the ids for the users and groups that you wish to have hidden in the assignee drop-down. Note that if you hide an entire group, users within that group will not be available unless they are also members of other groups. IDs should be added in the following format</p><pre class="wysiwyg-code-block"><code class="language-auto">3586939372, 2489672093 </code></pre><p>In the fields labeled as targeted, choose which specific groups, organizations, tags, and users will have the hidden restrictions applied. For instance, if you want keep agents in a Tier 1 group from being able to assign tickets to agents in a Tier 3 group, you would place the id for the Tier 3 group in the <strong>hidden_group_ids</strong> field and the id for the Tier 1 group in the <strong>targeted_group_ids</strong> field. You must fill in at least one of the targeted fields for the app to work. </p><p><strong>Note:  </strong>The Assignment Control app only functions in the ticket editor.  It will not hide users or groups in ticket views.</p><script id="docs-schema-markup" type="application/ld+json">{
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