Default assigned group when creating new user

17 Comments

  • Erik Berg
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    This would also be extremely useful for my company; we are using Auth0 to manage authorizations so that our engineers can get immediate Light Agent access when they need to be pulled in on a ticket.  By default, at their first login, these users are added to the default group, which is the primary notification point for new issues that are filed, and they are getting spammed.

    2
  • Jose Resendiz
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    Please add this functionality. 

    2
  • Jimmy Rufo
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    +1 on this specifically for agents.  If I create a new agent, it arbritarily puts the new agent in the first ticket group that was ever created no matter what.  This should be changed to allow ticket group access to be selected when actually creating the agent.  Its also a security risk if certain people see the wrong ticket comments from the wrong ticket group.

    4
  • Serena Riley
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    Our use case for this is we've had someone move to a different group and we need to remove them from the original group they were assigned to, which is their default. We're unable to remove them from that group as there is no way to assign the default to be the new group assigned.

    UPDATE: found the resolution in the following article, https://support.zendesk.com/hc/en-us/articles/203661966-Creating-managing-and-using-groups#Changing%20default

    1
  • Collin Cunninghame
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    +1, this makes onboarding more tedious than it needs to be. We want new users to go into a special training group, but we have to individually move each of them. Open the profile, click the groups, add the new group, change the default group to that group, click the first group to remove it... it's a papercut that feels so pointless. (I'm grateful there's at least a workaround, though.)

    While I'm writing my wishlist, I might as well also suggest that the initial default group should be configurable by role, so creating a user with a "developer" role would add them to the appropriate group automatically.

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  • Kyle Clark
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    +1, surprising that this cannot be changed.

    1
  • Alex Clausen
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    +1

    1
  • Nicole - Community Manager
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    Hey Kyle and Alex - 

    Please be sure to use the voting arrows on the original post to register your votes. +1 comments do not register votes the same way. 

    1
  • Patrick Bu Jonassen
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    Hi,

    This would be great. It's a bit time consuming if you want to add a lot of agents/light agents.

    1
  • Paul Lawrence
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    Hi,

    Whenever I create a new agent account, the default group assignment is one of the first groups created.

    I would like to change what the default group is for the zendesk account that I am an administrator for, because I have other administrators maintaining the same zendesk account and they may not notice the default group being assigned and give a new agent access to notifications/tickets that they should not have access to.

    2
  • Andrey Vasiliev
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    Really need this functionality, honestly, can't believe it's not there yet. 

    0
  • Nicole - Community Manager
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    Hi Andrey, 

    Would you care to share any details of your use case with us? 

    0
  • Kim Lake
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    Hi all

    It appears the functionality is still available in the old Group menu.

    If I go Admin > Manage > People, right-click on 'groups' and open in a new tab, it opens in the old-school view of the groups.

    From there, when I 'edit' a group, I see an option to "Make default group".

    @Zendesk, seeing as I've found it, can you confirm will this work? I don't want to click options without knowing what it'll do, in case it affects our set-up, especially as this option hasn't been previously offered up by the team

    @Nicole, just to add our own use-case - we use apps within our Zendesk that grant various permissions based on the group membership. our current default group happens to be for more senior teams with higher levels of access in those apps - NOT ideal when IT accidentally leave new agents assigned to the default group and they can make changes they're not trained for.

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  • Nicole - Community Manager
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    Thanks for the use-case, Kim. 

    I've passed your question on to some support folks internally to look at the menu and get back to you on that part. 

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  • James Sanford
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    Hey Kim!

    What you've located is the intended method for changing the default Group.  You can click the hyperlinks for "or browse Groups" and then select edit for one of the non-default Groups to bring up the screen you're referencing.  While you are able to get there by opening it in a new tab, that is not a requirement to reach the Group edit page.  You can also change the default Group when you are creating a new Group via the add Group option in the top right of the Admin > Manage > People page.  If you need to change the default Group for an individual Agent, please see Changing the default group.

    My apologies to everyone that your question on how to change the default Group value was not answered sooner.  I will be following up on this by reaching out to our documentation team so this can be more easily located for others in the future.  Thanks to all of you for reaching out to us to make sure we were aware of this lingering question!

    (Edit) To follow up here, we have now created How can I change the default group of my Support account? so this should be easier for others to locate in the future! :)

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  • Andrey Vasiliev
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    This is great! Thanks

    1
  • Pedro Rodrigues
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    Hello, any plans to set a default Group per Brand?

    0

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