Adding and removing team members from groups

When you create a new group you can add team members to it, and when you add a new team member, you can assign that team member to groups. For more information about creating groups, see Creating groups.

You can manage the groups that a team member is assigned to and change the team member's default group at any time in the team member's profile.

This article contains the following sections:

• Adding agents to groups
• Removing agents from groups

Adding team members to groups

You can add multiple team members at once to a group by editing the group. If you want to add an individual team member to a group, you can do so in the team member's profile.

To add an individual team member to a group

1. On the team member's profile, click Groups.

   

   A list of groups appears with the team member's groups highlighted.

2. Select any groups you want to add the team member to.

   

3. (Optional) You can also change the team member's Default group if you want.

   For more information, see Changing the default group for your account or a team member.

4. Click Close.

Removing agents from groups

You can remove multiple team members at once from a group by editing the group. If you want to remove an individual team member from a group, you can do so from the team member's profile.

As a best practice, you should reassign any tickets assigned to the team member being removed. If you don't reassign them, tickets with a status of Open, Pending, and On-hold are reassigned to the group.

If you remove a team member from a group without reassigning their tickets with a status of Solved, the following can happen:

• If the team member removing the other team member from the group is also a member of the group, tickets are reassigned to the team member who removed the other team member.
• If the team member removing the other team member from the group isn't a member of the group, tickets are reassigned to the first team member in the group with an active ID (excluding light agents and agents lacking permissions required to be assigned the tickets).
  Note: To clarify, the first team member is the team member with the lowest user ID, based on when the agent account was created in Zendesk (the oldest active agent account). It is not based on when they were added to the group, or alphabetically by first or last name.
• If there are no other team members in the group, tickets are reassigned to the account owner.

To remove a team member from a group

1. (Optional) Reassign any tickets assigned to the team member being removed.
2. On the team member's profile, click Groups.

   

   A list of groups appears with the team member's groups highlighted.
3. De-select any groups you want to remove the team member from.
4. Click Close.