How can I remove agents from groups?

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6 Comments

  • Adrian Thomas
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    How do you change an agents default group?

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  • Danielle Jensen
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    Hi Adrian, 

    As mentioned in this article, you can change an agent's default group by visiting their profile > select Groups > and in the pop up that presents, switch the value in Default group to be your desired default group for this agent.

    Please let us know if you have any additional questions!

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  • Alan Ford
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    How do you remove the Default Group entirely? We have lots of Light Agents who do not need to be in a group, and most aren't, but one accidentally got added to one, and we need to remove him from it again because right now he's getting a lot of email.

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  • Brett - Community Manager
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    Hey Alan,

    You cannot remove a default group if agents are assigned to it. I would recommend creating a placeholder light-agent group that you can assign your Light Agents to so you can remove the default group they are currently assigned to.

    Let me know if you have any other questions for me.

    Cheers!

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  • Yaniv Dayan
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    Hi,

    Initially, we had one group, Support, which was the default group, and it included all our agents.

    I created a new group, called 'All Agents', added all agents to this group, and set as the default group. 

    But then, when I tried to remove some agents from the Support group (which is no longer a default group), I get an error message:

    • Default groupA**** R****h -- The agent must be a member of the group that has been selected as the default group.
    • Default groupI***y B*****n -- The agent must be a member of the group that has been selected as the default group.

    Any idea why? Do I have to go agent by agent profile and change it?

     

    **UPDATE:

    I had to go to each one of the Agent's profile > change the default group from Support to All Agent. Only then I could remove them from Support. 

    Isn't it a conflict? Any Multi-Edit or an easier way to do this?

     

    Thanks,

    Yaniv

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  • Ben Van Iten
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    Hi Yaniv Dayan,

    This is a great question. As you have no doubt deduced by now, in order to remove an agent from a group it can't be their default group. I wish there was an easy option in the product to do this, but unfortunately that isn't the case at this point.

    However, there is a group memberships API where you can bulk update these: https://developer.zendesk.com/rest_api/docs/support/group_memberships

    I hope this is helpful!

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