Groups are used to create collections of team members based on criteria those team members have in common. You can add or remove team members from the Groups page when you create a new group or edit an existing group.
All team members must belong to at least one group. When you add a new team member, the team member is automatically added to your account’s default group.
Team members can belong to multiple groups. You can manage the groups that an individual team member belongs to and change the team member's default group at any time in their profile.
Viewing group members
When you create a new group or edit an existing group, you can view and search for team members by name and email. You can also view team members' product access and Support roles, such as Admin or Light agent.
To view team members in a group
- In Admin Center, click
People in the sidebar, then select Team > Groups.
- In the list of groups, click the group’s name.
Under Group members, the list of team members in the group displays.
Under Add group members, a list displays the team members available to add to the group.
Adding group members
You can add team members to a group from the Groups page in Admin center.
To add team members to a group
- Go to the Groups page and click a group's name to open it for editing.
- Under Add group members, click the plus sign (
) next to the name of the team member you want to add.
Alternatively, you can click Add all to add all team members in the list to the group.
To help find team members, you can search the list by team member name or email.
- Continue to add team members as needed, then click Save.
The team member(s) are added to the group. On the Groups page, the number of team members in the group is updated.
Note: If you add more than 100 team members to a group, the number of members in the group may take a few moments to update.
Removing group members
You can remove team members from a group from the Groups page in Admin center.
As a best practice, you should reassign any tickets assigned to the team member being removed. If you don't reassign them, then tickets that aren’t solved are reassigned to the group (see About removing group members).
- Go to the Groups page and click a group's name to open it for editing.
- On the right side of the page under Group members, click the trash can icon (
) next to the name of the team member you want to remove.
Alternatively, you can click the Actions menu, then select Remove all members.
To help find team members, you can search the list by team member name or email.
- Continue to remove team members as needed, then click Save.
The team member(s) are removed from the group. On the Groups page, the number of members in the group is updated.
Note: If you remove more than 100 team members from a group, the number of team members in the group may take a few moments to appear updated.
About removing group members
- 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: 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.
Updating group assignments from a team member's profile
You can manage which groups a team member belongs to from their profile.
To add a team member to a group from their profile
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Find the team member and click Manage in Support.
- On the team member's profile, click in the Groups
field.
A list of groups appears with the groups the team member belongs to 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. See Changing the default group for your account or a team member.
- Click Close.
- (Optional) Reassign any tickets assigned to the team member being removed (see About removing group members).
- On the team member's profile, click in the
Groups
field.
A list of groups appears with the team member's groups highlighted. - Deselect any groups you want to remove the team member from.
- Click Close.
6 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.
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.
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.
Best,
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