Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Keeping membership current. It goes stale after every team change, nothing announces it, and both ways of being wrong cost you something different.
Manage it
- In Admin Center, click People and select Team > Groups. The page lists every group with how many people are in it.
- Open a group and review its members. Add or remove people, up to 100 at a time.
- Check each agent's default group is still right.
Two defaults live here and they are not the same thing. Set as default on a group makes it the one new agents land in, account-wide. A team member's own default group is set on their profile, and it decides where their tickets go by default.
The two failure modes
Somebody left the team and is still a member. They keep seeing tickets they no longer work, and where access is group-based they keep the access too.
Somebody joined and was not added. They cannot see the work, and they usually assume that is how it is meant to be.
Removing somebody does not move their tickets
Open tickets assigned to them stay assigned. Reassign before removing, or those tickets sit in a group the assignee can no longer see.
Default group matters
It decides where tickets they create go. Somebody moved between teams with an old default quietly sends new work to the wrong queue.
Review it after every team change
A reorganisation, a new starter, somebody moving on. Those are the moments membership breaks, and they are exactly when nobody is thinking about Zendesk.
An empty group still receives
Routing rules keep sending tickets to a group with no members. They arrive, nobody sees them, and nothing flags it. Check that a group has people before leaving a rule pointed at it.
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