Adding and removing agents from groups

When you create a new group you can add agents to it, and when you add a new agent, you can assign that agent to groups. For more information about creating groups, see Creating, managing, and using groups.

You can manage the groups that an agent is assigned to and change the agents default group at any time in the agent's profile.

This article contains the following sections:

• Adding agents to groups
• Removing agents from groups

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

1. On the agent's profile, click Groups.

   

   A list of groups appears with the agent's groups highlighted.

2. Select any groups you want to add the agent to.

   

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

   For more information, see Changing the default group for your account or an agent.

4. 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 you remove an agent from a group without reassigning their tickets with a status of Solved, the following can happen:

• 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).
  Note: To clarify, the first agent is the agent 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 agents in the group, tickets are reassigned to the account owner.

To remove an individual agent from a group

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

   

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