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
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: Every account has a default group and 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. If you have multiple groups, you can change your account's default group from the Groups page.
A team member’s default group: Every team member has a default 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.
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
You can change your account's default group if you have more than one group. When you change your account's default group, existing team members' default groups aren't updated to the account's new default group. However, any new team members are automatically added to the new default group.
To change your account’s default group
- In Admin Center, click
People in the sidebar, then select Team > Groups.
Your account's current default group is labeled.
- Find the group you want to use as your new default group and click its name.
- Select Set as default.
- Click Save.
Changing a team member's default group
You can view or change a team member's default group from their user profile.
- In Support, open the team member's profile, then click Groups.
A list of groups appears with the team member's group highlighted.
- Click the name of the current Default group, then select a new default group from the drop-down menu.
- Click Close.