Managing groups

Fastpath: Admin Center > People > Team > Groups

As described in About organizations and groups, groups are used to create collections of team members based on criteria those team members have in common. All agents must belong to at least one group, and they can belong to multiple groups.

This article covers the following topics:

• Viewing groups
• Editing groups
• Deleting groups

Related articles:

• Using groups
• Mapping a group to an organization
• Enabling agents to assign tickets to their groups

Viewing groups

Before you modify a group, you may want to review your list of existing groups.

To view a list of your groups

• In Admin Center, click the People icon () in the sidebar, then select Team > Groups.

Editing groups

You can edit a group to change a group's name or add or remove team members in the group.

Note: Renaming a group has no effect on your business rules. Your business rules (triggers, macros, and automations) are automatically updated with the new name.

To edit a group

1. In Admin Center, click the People icon () in the sidebar, then select Team > Groups.
2. Select the edit link next to the group you want to edit.
3. Make your changes. You can:
   1. Add agents or remove agents from groups by selecting or deselecting their names.
   2. Change the group name by typing directly into the Group name bar.
   3. Click Make default group to make this group the one that all new agents are automatically added to.
4. Click Update Group.

Deleting groups

You can delete groups you no longer need. If the group is set as any team member's default group, you cannot delete it. You must change their default group first (see Changing the default group for your account or a team member).

Deleting a group has implications of course. Any business rules you set up using the group you deleted will no longer function properly. The group will be removed from any tickets it was assigned to along with any team members in the group. The ticket will return to unassigned. You can see these updates in the ticket audits.

To delete a group

1. Click the Admin icon () in the sidebar, then select People.
2. Select groups to view all of your current groups.
3. Click the edit link next to the group you want to delete.
4. Select Delete.
5. A message will appear asking if you are sure you want to delete the group, select delete again to delete the group.