Changing an agents default group



  • Dan Cooper
    Community Moderator

    Hi Jay, 

    You can do this from their Agent Profile.  Click on the groups list on their profile and you should have an option to change the default group from there.  

  • Jay McCormack


    Here is what I get when I click on the list of groups. I don't see an option for changing default.


  • Craig Willis

    Hi Jay,

    The field to set the Default Group is not displaying correctly, you can see the top of it at the bottom of the screenshot.

    Why it’s doing this could be either due to the Zoom level on the browser which you should be able to change using CTRL+-, or try a different browser altogether.


  • Kyle B

    Hey Jay,

    1. First, bring up the agent/user in Support.
    2. Then click on their name.
    3. Click on the current list of 'Groups' (first image below).
    4. Click on any group you want to add or remove (green means they are in the group, grey means they are not).
    5. Open the 'Default Group' drop-down and select which group is their default (second image below).
    6. Once done, click Close.




    That should do the trick. The user will most likely have to log out and back in for this to take effect. 

  • Jay McCormack

    Got it, thanks all...The choice to change default was not showing. I had to scroll but didn't realize this as the window didn't show a scroll bar.


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