Viewing and managing team member group membership

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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842#topic_iny_3jg_sz" target="_blank">Groups</a> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">create a new group</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821199258#topic_zhr_14b_wqb" target="_blank">edit an existing group</a>.</p>
<p class="p">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. </p>
<p class="p">Team members can belong to multiple groups. You can manage the groups that an individual team
member belongs to, add or remove team members from groups in bulk, and change a team member's
default group at any time in their profile. </p>
<div class="p">This article contains the following sections: <ul class="ul">
<li class="li"><a class="xref" href="#topic_gg5_24p_cxb">Viewing group members</a></li>
<li class="li"><a class="xref" href="#topic_skt_qrs_4nb">Adding group members</a></li>
<li class="li"><a class="xref" href="#topic_ddl_4rs_4nb">Removing group members</a></li>
<li class="li"><a class="xref" href="#topic_dy3_zg3_zdc">Adding or removing team members from
groups in bulk</a></li>
<li class="li"><a class="xref" href="#topic_khk_zsp_cxb">Updating group assignments from a team
member's profile</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_fcx_lrs_4nb__ul_vzw_j4p_cxb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831652890" target="_blank">About the Groups page</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Changing the default group for your account or a team
member</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gg5_24p_cxb">
<h2 class="title topictitle2" id="ariaid-title2">Viewing group members</h2>
<div class="body">
<div class="p">You can view group membership in two different ways:<ul class="ul" id="topic_gg5_24p_cxb__ul_t4p_2f4_zdc">
<li class="li">View all team members in a single group from a group's page</li>
<li class="li"> View team members' group membership from the Team members page</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_p5p_fg3_zdc">
<h3 class="title topictitle3" id="ariaid-title3">Viewing which team members are in a group</h3>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">To view team members in a group</strong></p>
<ol class="ol" id="topic_p5p_fg3_zdc__ol_r1h_r4p_cxb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_p5p_fg3_zdc__d8e581" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Groups</strong>.</span></li>
<li class="li">In the list of groups, click the group’s name.<p class="p">Under Group members, the list of team
members in the group displays.</p>
<p class="p"><img class="image" id="topic_p5p_fg3_zdc__image_bmm_w4p_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Groups_new_view_members.png" width="600"></p>
<p class="p">Under Add group members, a list displays the team members
available to add to the group. </p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_vsj_jg3_zdc">
<h3 class="title topictitle3" id="ariaid-title4">Viewing which groups a team member is in</h3>
<div class="body">
<p class="p">View your team members’ group membership from the Team members page.</p>
<p class="p"><strong class="ph b">To view team member’s group membership</strong></p>
<ul class="ul" id="topic_vsj_jg3_zdc__ul_brk_xfh_zdc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span><p class="p">The default group associated with each team member appears in the Group
column.</p>
<p class="p"><img class="image img-screenshot" id="topic_vsj_jg3_zdc__image_xpk_bgh_zdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/team_members_group_brand_columns.png" width="800"></p>
<p class="p">If a team member belongs to
multiple groups, click the <strong class="ph b">+more</strong> link to view additional group
memberships.</p>
<p class="p"><img class="image img-screenshot" id="topic_vsj_jg3_zdc__image_b5p_cgh_zdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/group_team_member_multiple_membership.png" width="300"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_skt_qrs_4nb">
<h2 class="title topictitle2" id="ariaid-title5">Adding group members</h2>
<div class="body">
<p class="p">You can add team members to a group from the Groups page in Admin center. </p>
<p class="p"><strong class="ph b">To add team members to a group</strong></p>
<ol class="ol" id="topic_skt_qrs_4nb__ol_ndp_2pp_cxb">
<li class="li">Go to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831652890#topic_nrp_yd1_mqb" target="_blank">Groups page</a> and click a group's name to open it
for editing. </li>
<li class="li">Under Add group members, click the plus sign ( <img class="image" id="topic_skt_qrs_4nb__image_xsk_kmd_dxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Groups_new_plus_sign.png" width="20"> ) next to the name of the team member you want to add.<p class="p">Alternatively, you
can click <strong class="ph b">Add all</strong> to add all team members in the list to the group. </p>
<p class="p">To
help find team members, you can search the list by team member name or email.</p>
</li>
<li class="li">Continue to add team members as needed, then click <strong class="ph b">Save</strong>.<p class="p">The team member(s) are
added to the group. On the Groups page, the number of team members in the group is
updated.</p>
<div class="note">
<span class="notetitle">Note:</span> 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.</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ddl_4rs_4nb">
<h2 class="title topictitle2" id="ariaid-title6">Removing group members</h2>
<div class="body">
<p class="p">You can remove team members from a group from the Groups page in Admin center.</p>
<p class="p">As a best practice, you should <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887127450" target="_blank">reassign any tickets</a> assigned to the team member being removed. If
you don't reassign them, then tickets that aren’t closed are reassigned to the group<span class="ph"> (see <a class="xref" href="#topic_zt1_srp_cxb">About removing
group members</a>)</span>.
</p>
<p class="p">Depending on how an admin has set up your account, you may be able to configure how a
departing team member's solved tickets are automatically reassigned. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7431999772954" target="_blank">Setting reassignment options for groups' solved tickets</a>.</p>
<div class="p">
<strong class="ph b">To remove team members from a group</strong><ol class="ol" id="topic_ddl_4rs_4nb__ol_p1r_zrp_cxb">
<li class="li">Go to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831652890#topic_nrp_yd1_mqb" target="_blank">Groups page</a> and click a group's name to open it
for editing. </li>
<li class="li">On the right side of the page under Group members, click the trash can icon ( <img class="image" id="topic_ddl_4rs_4nb__image_lft_gsp_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_trashcan.png" width="20"> ) next to the name of the team member you want to
remove.<p class="p">Alternatively, you can click the Actions menu, then select <strong class="ph b">Remove all
members</strong>.</p>
<p class="p">To help find team members, you can search the list by team member
name or email.</p>
</li>
<li class="li">Continue to remove team members as needed, then click <strong class="ph b">Save</strong>.<p class="p">The team
member(s) are removed from the group. On the Groups page, the number of members in the
group is updated.</p>
<div class="note">
<span class="notetitle">Note:</span> 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.</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_zt1_srp_cxb">
<h3 class="title topictitle3" id="ariaid-title7">About removing group members</h3>
<div class="body">
<p class="p">If an admin has turned on solved ticket reassignment, a departing team member's solved
tickets are reassigned according to the options configured. The options for solved ticket
reassignment can be configured at either the account or group level. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7431999772954#topic_z2c_33f_3cc" target="_blank">Understanding solved ticket reassignment options</a>
for more information.</p>
<div class="p">When solved ticket reassignment options aren't configured, the following default behavior
occurs when you remove a team member from a group without first reassigning their solved
tickets:<ul class="ul" id="topic_zt1_srp_cxb__ul_tqt_vxj_qnb">
<li class="li">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.</li>
<li class="li">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).<div class="p">
<div class="note">
<span class="notetitle">Note:</span> 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.</div>
</div>
</li>
<li class="li">If there are no other team members in the group, tickets are reassigned to the
account owner.</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_dy3_zg3_zdc">
<h2 class="title topictitle2" id="ariaid-title8">Adding or removing team members from groups in bulk</h2>
<div class="body">
<p class="p">Because team members can belong to multiple groups, you can quickly manage any of the
groups they belong to from the Team members page. You can add or remove up to 100 team
members at a time from existing groups. </p>
<p class="p">To manage the membership of a single group, see <a class="xref" href="#topic_skt_qrs_4nb">Adding group members</a> or <a class="xref" href="#topic_ddl_4rs_4nb">Removing group members</a> instead.</p>
<p class="p"><strong class="ph b" id="topic_dy3_zg3_zdc__docs-internal-guid-0f221816-7fff-a5a4-5b84-88fdaaf7a9dc">To add or remove team
members from groups in bulk</strong></p>
<ol class="ol" id="topic_dy3_zg3_zdc__ol_wv3_hgh_zdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span></li>
<li class="li">Search for the team members you want to update, then select them in the list.<p class="p">You can
select one or more team members.</p>
</li>
<li class="li">Click <strong class="ph b">Manage group membership</strong>.<p class="p"><img class="image img-screenshot" id="topic_dy3_zg3_zdc__image_v1w_mgh_zdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/groups_team_members_bulk_select.png" width="800"></p>
</li>
<li class="li">In <strong class="ph b">Add to group</strong> and <strong class="ph b">Remove from group</strong>, select the groups you'd like to add
or remove for the team member.<p class="p"><img class="image img-screenshot" id="topic_dy3_zg3_zdc__image_asr_4gh_zdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/group_membership_bulk_manage.png" width="400"></p>
Note that team members won’t be removed
from their default groups. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722#topic_jsd_kss_4nb" target="_blank">change a team member's default group from their user
profile</a>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_khk_zsp_cxb">
<h2 class="title topictitle2" id="ariaid-title9">Updating group assignments from a team member's profile </h2>
<div class="body">
<p class="p">You can manage which groups a team member belongs to from their profile.</p>
<p class="p"><strong class="ph b">To add a team member to a group from their profile</strong></p>
<ol class="ol" id="topic_khk_zsp_cxb__ol_b4d_vtp_cxb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span></li>
<li class="li">Find the team member and click <strong class="ph b">Manage in Support</strong>.</li>
<li class="li">On the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490-Viewing-and-editing-your-user-profile-in-Zendesk-Support#topic_pvf_1yt_p1b" target="_blank">team member's profile</a>, click in the <strong class="ph b">Groups</strong>
field.<p class="p"><img class="image img-screenshot" id="topic_khk_zsp_cxb__image_ift_m5p_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/changingdefault_1.png"></p>
<p class="p"> A list of groups appears
with the groups the team member belongs to highlighted.</p>
</li>
<li class="li">Select any groups you want to add the team member
to.<p class="p"><img class="image img-screenshot" id="topic_khk_zsp_cxb__image_ptm_g5p_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/changingdefault_3.png"></p>
</li>
<li class="li">(Optional) You can also change the team member's Default group if you want. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Changing the default group for your account or a team
member</a>.</li>
<li class="li">Click <strong class="ph b">Close</strong>.</li>
</ol>
<div class="p">
<strong class="ph b">To remove a team member from a group from their profile</strong>
<ol class="ol" id="topic_khk_zsp_cxb__ol_oqw_wrp_cxb">
<li class="li">(Optional) Reassign any tickets assigned to the team member being removed (see <a class="xref" href="#topic_zt1_srp_cxb">About removing group members</a>). </li>
<li class="li">On the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490-Viewing-and-editing-your-user-profile-in-Zendesk-Support#topic_pvf_1yt_p1b" target="_blank">team member's profile</a>, click in the
<strong class="ph b">Groups</strong>
field.<p class="p"><img class="image img-screenshot" id="topic_khk_zsp_cxb__image_fpj_g33_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/changingdefault_1.png"></p>
A list of groups appears
with the team member's groups highlighted.</li>
<li class="li">Deselect any groups you want to remove the team member from.</li>
<li class="li">Click <strong class="ph b">Close</strong>.</li>
</ol>
</div>
</div>
</div>
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