Adding and removing team members from groups

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  • Uri Argaman

    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?

  • Brett Bowser
    Zendesk Community Manager

    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.

  • Handy Andy ;)



    Is it possible to grant a specific agent access to change groups.


    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?

  • Juraj Jarmek

    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.


  • Neil Deo

    Is it possible to remove an agent from a group, but actually retain them as the assignee of the original ticket.

    We have situations within our team where some agents are added or removed from a group to cover weekend shifts etc, but upon moving them out of a group we are finding that their tickets are moving to next live agent, (which is expected behaviour) as per above. I'd like to avoid any reassignment of tickets.

  • Tony
    Zendesk Customer Care
    To achieve this, you could initially add the user to a designated group, let's call it Group A. Subsequently, assign the tickets to this user, ensuring they fall under Group A.
    In a scenario where the agent is a member of multiple groups, for instance, Group A and Group B, and the tickets are currently linked to Group A > agent, you have the option to reassign these tickets to Group B, while still maintaining the same agent assignment.

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