Changing the default group

Where every ticket your routing does not catch ends up. If nobody works that group, it is where a customer's message goes to be forgotten.

Where every ticket your routing does not catch ends up. If nobody works that group, it is where a customer's message goes to be forgotten.

Change it

1. Open the group settings in Admin Center.
2. Set the default group for the account.
3. Check somebody actually works it.
4. Build a view for it if there is not one.

Why it matters

Every ticket your routing does not catch lands here: a new channel, an address nobody added a rule for, a form that slipped through. Those are also the tickets nobody is expecting.

An unworked default group is the most reliable way to lose a customer's message.

Point it at a real team

Usually first line, or whoever triages. Not a group named "Unassigned" that exists only for this purpose, because a group with a name like that is a group nobody feels responsible for.

Watch what arrives

The default group is a diagnostic. A run of similar tickets landing there means a routing rule is missing, and fixing that is better than working the queue harder.

There is a default per agent too

Each agent has one, and it decides where tickets they create go. Worth checking after somebody changes team, because the account default is not the only one.

Check it after adding a channel

New channels frequently arrive with no routing at all. This group is where their tickets go until somebody notices, so look here in the first week.

See also

• What a group is and how to organise them
• Managing groups and memberships
• How many groups is too many