When you create a new group you can add agents to it, and when you create a new agent, you can assign that agent to groups. For information about creating groups, see Creating, managing, and using groups.
You can manage the groups that an agent is assigned to and change the agent's default group at any time in the agent's profile.
Adding agents to groups
You can add multiple agents at one to a group by editing the group. If you want to add an individual agent to a group, you can do so in the agent's profile.
To add an individual agent to a group
- On the agent's profile, click Groups.
A list of groups appears with the agent's groups highlighted. - Select any groups you want to add the agent to.
- (Optional) You can also change the Default group if you want.
- Click Close.
Changing an agent's default group
All new agents are automatically assigned to your default group for Support, but you can change an agent's default group through their user profile.
- On the agent's profile, click Groups.
A list of groups appears with the agent's group highlighted. - Click the name of the current Default group, then select a new default group from the drop-down menu.
- Click Close.
Removing agents from groups
You can remove multiple agents at once from a group by editing the group. If you want to remove an individual agent from a group, you can do so from the agent's profile.
As a best practice, you should reassign any tickets assigned to the agent being removed. If you don't reassign them, tickets with a status of Open, Pending, and On-hold are reassigned to the group.
- If the agent removing the other agent from the group is also a member of the group, tickets are reassigned to the agent who removed the other agent
- If the agent removing the other agent from the group isn't a member of the group, tickets are reassigned to the first agent in the group with an active ID (excluding light agents and agents lacking permissions required to be assigned the tickets)
- If there are no other agents in the group, tickets are reassigned to the account owner
- (Optional) Reassign any tickets assigned to the agents being removed.
- On the agent's profile, click Groups.
A list of groups appears with the agent's groups highlighted. - De-select any groups you want to remove the agent from.
- Click Close.
2 Comments
Is there any way to remove the default group in bulk?
I have a group of fifty agents I want to delete, do I really need to go into each agent and change their default group?
Hey Uri,
You would most likely need to use the API to accomplish this. More information in our documentation here: Update many users
Let me know if you have any other questions.
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