When I create a new agent, they get assigned to a default group. If my administrators forget to change the group, they may end up giving a new agent access to tickets that they should not have access to. How can I change the default group newly created agents are assigned to?
All of your agents will automatically be assigned to the first group you've created, but you can change this behavior by editing one of the non-default groups. For instructions on how to do this, see this section: Changing an agent's default group.