Changing the default group for your account or a team member

It’s important to understand the distinction between your account’s default group and a team member’s default group and what each is used for. These are two separate types of defaults and you can change each of them.

This article discusses the following topics:

• About default groups for your account or a team member
• Changing your account’s default group
• Changing a team member's default group

Related articles:

• Managing groups

About default groups for your account or a team member

Here are definitions for the two types of default groups:

• Your account’s default group: All new team members are initially assigned to this group. If you only have one group, then that group is your account’s default group. You can change your account's default group from the Groups page. Every account has a default group.

• A team member’s default group: This is a team member’s primary group. When you add a new team member, the team member is automatically added to your account’s default group. You can change the team member's default group at any time in their profile. Every team member has a default group.

  When a ticket is assigned to a team member automatically, such as through a trigger or other routing option, the ticket is assigned to the team member in their default group. If you manually assign a ticket to a team member, you can choose to assign the ticket to the team member in any of their groups (see Manually assigning a ticket).

Changing your account’s default group

If you have multiple groups, you can choose a different group to be your account’s default group.

To change your account’s default group

1. In Admin Center, click People in the sidebar, then select Team > Groups.

   Your account's current default group is labeled.

2. Find the group you want to use as your new default group and click its name.
3. Select Set as default.
4. Click Save.

Changing a team member's default group

You can view or change a team member's default group from their user profile.

To change a team member's default group

1. On the team member's profile, click Groups.

   A list of groups appears with the team member's group highlighted.

2. Click the name of the current Default group, then select a new default group from the drop-down menu.
3. Click Close.