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.
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
- On the
team
member's profile, click
Groups.
A list of groups appears with the team member's groups highlighted.
- Select any groups you want to add the
team
member
to.
- (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.
- 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 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.
- (Optional) Reassign any tickets assigned to the team member being removed.
- On the
team
member's profile, click
Groups.
A list of groups appears with the team member's groups highlighted. - De-select any groups you want to remove the team member from.
- Click Close.
4 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.
Hei
Is it possible to grant a specific agent access to change groups.
Example
Vi have 2 chat departments and some agents work in both at them but not at the same time, is it then possible to give the agents access to switch between departments?
Hello @...,
Please note that, as per default, they would have to be admins to do that, for both Zendesk Support and Zendesk Chat.
For more info:
Understanding Zendesk Support user roles
Understanding default roles in Zendesk chat
However, if you have the Enterprise plan, you can create custom roles that can grant the ability to change the groups or departments.
For more info:
Support: Creating custom roles and assigning agents
Creating custom Chat roles and assigning users
Hope that helps.
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