Managing groups

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<p id="docs-hc-snippet" style="display: none;">Groupsare collections of team members based on criteria those team members have in common.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph" id="topic_vdv_snb_wqb__groups_ql">Admin Center &gt; People &gt; Team &gt;
Groups</span>
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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 collections of team members based
on criteria those team members have in common.</p>
<p class="p">From the Groups page, you can view a group’s open tickets, edit your groups’ names, add
and remove team members from a group, delete groups, and change the default group for
your account. </p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_vdv_snb_wqb__ul_wbg_14b_wqb">
<li class="li"><a class="xref" href="#topic_bkf_23p_cxb">Viewing a group's
tickets</a></li>
<li class="li"><a class="xref" href="#topic_zhr_14b_wqb">Editing groups</a></li>
<li class="li"><a class="xref" href="#topic_gmg_dpb_wqb">Deleting groups</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bkf_23p_cxb">
<h2 class="title topictitle2" id="ariaid-title2">Viewing a group's tickets</h2>
<div class="body">
<p class="p">You can view a group’s open tickets from the Groups page.</p>
<p class="p"><strong class="ph b">To view a group’s open tickets</strong></p>
<ol class="ol" id="topic_bkf_23p_cxb__ol_xvn_4yc_dxb">
<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_bkf_23p_cxb__d7e688" 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 group’s row, click the <strong class="ph b">Options</strong> menu (<img class="image" id="topic_bkf_23p_cxb__image_ugh_qyc_dxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="20">), then select <strong class="ph b">View open tickets</strong>.<p class="p"><img class="image" id="topic_bkf_23p_cxb__image_zxr_yyc_dxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Groups_new_open_tickets.png" width="450"></p>
<p class="p">A new tab opens and lists the group's open
tickets.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zhr_14b_wqb">
<h2 class="title topictitle2" id="ariaid-title3">Editing groups</h2>
<div class="body">
<p class="p">Edit your existing groups from the Groups page. </p>
<div class="p">
<strong class="ph b">To edit a group</strong><ol class="ol" id="topic_zhr_14b_wqb__ol_umm_m5c_dt">
<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_zhr_14b_wqb__d7e688" 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, find the group you want to edit and click its
name.<p class="p">Use the search bar to help find a group.</p>
</li>
<li class="li">Make your changes. You can:<ul class="ul" id="topic_zhr_14b_wqb__ol_kmg_qzh_dt">
<li class="li">Search for and add team members to groups or remove team members
from groups (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821536794" target="_blank">Adding and removing team members
from a group</a>).</li>
<li class="li">Change the group name.<div class="note note">
<span class="notetitle">Note:</span> Renaming a group has no effect on your
business rules. Your business rules (triggers, macros, and
automations) are automatically updated with the new name. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839035546" target="_blank">Using groups</a>. However,
renaming a group does impact Explore reports. If you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825475354" target="_blank">filter a report</a> by a
group name that is later changed, the report no longer returns
the expected results because the filter continues using the
previous group name. You must manually update report filters to
select the new group name.</div>
</li>
<li class="li">Change or add a group description.</li>
<li class="li">(Enterprise only) Click <strong class="ph b">Make it private</strong> to make the group
private and convert all tickets assigned to the group to private.
This can't be undone. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4767122732058" target="_blank">About private ticket
groups</a>.</li>
<li class="li">Click <strong class="ph b">Set as default</strong> to make this group the one that all new
agents are automatically added to.<div class="note note">
<span class="notetitle">Note:</span> Your account’s default group
and a team member’s default group are two separate types of
defaults. To learn more about this distinction, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Changing the default group
for your account or team member</a>. </div>
</li>
<li class="li">Click the <strong class="ph b">Actions</strong> menu to view all open tickets, remove all
team members from the group, or delete the group.<p class="p"><img class="image" id="topic_zhr_14b_wqb__image_t34_bjp_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Groups_new_edit_page.png" width="600"></p>
</li>
<li class="li">If an admin has turned on group level reassignment options, you can
change how a departing agent's solved tickets are 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> to learn more.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_gmg_dpb_wqb">
<h2 class="title topictitle2" id="ariaid-title4">Deleting groups</h2>
<div class="body">
<p class="p">You can delete groups you no longer need. </p>
<div class="p">Before you delete a group, be sure to take the following actions, if necessary:<ul class="ul" id="topic_gmg_dpb_wqb__ul_cv3_fmy_12c">
<li class="li">
<strong class="ph b">Reset the default group.</strong> If the group is set as the default group for
your account or as the default group for any team member, you need to change
the default group for the account and team members (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Changing the default group</a>). </li>
<li class="li">
<strong class="ph b">Reassign tickets assigned to the group.</strong> You should reassign any
tickets that are currently assigned to the group or to agents in that group
to a new group. You can do this in bulk by finding all the tickets using the
following search string:
<pre class="pre codeblock"><code>status&lt;closed group:"Group Name"</code></pre>
</li>
</ul>
</div>
<p class="p">When you delete a group, any business rules you set up using the deleted group will
no longer function properly. If tickets are assigned to the group, the group is
removed from those tickets along with any team members in the group and the ticket
will return to unassigned. You can see these updates in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970#topic_wgg_hwn_scb" target="_blank">ticket events</a>.</p>
<div class="p">
<strong class="ph b">To delete a group</strong><ol class="ol" id="topic_gmg_dpb_wqb__ol_xlg_y4c_dt">
<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_gmg_dpb_wqb__d7e688" 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, find the group you want to delete. You can use the
search bar to help find a group.</li>
<li class="li">In the group’s row, click the <strong class="ph b">Options</strong> menu (<img class="image" id="topic_gmg_dpb_wqb__image_cds_jjp_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="20">), then select <strong class="ph b">Delete</strong>.<p class="p">Alternatively, you can
delete a group when you open it for editing by clicking the
<strong class="ph b">Actions</strong> menu, then selecting <strong class="ph b">Delete group</strong>.</p>
<p class="p">A
message appears asking if you are sure you want to delete the
group.</p>
</li>
<li class="li">Click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
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