Changing the default group

Two different defaults share the name. The account one decides where new team members land; the personal one decides where their tickets go.

Two different defaults share the name, and confusing them is how teams end up looking for tickets in the wrong place. The account default decides which group new team members land in. A team member's own default decides which group their tickets are assigned to.

Change the account default

1. In Admin Center, click People in the sidebar, then select Team > Groups. The current default is labelled in the list.
2. Click the name of the group you want as the new default.
3. Select Set as default.
4. Click Save.

You need more than one group for this to be available at all.

Change one person's default

1. In Support, not Admin Center, open the team member's profile and click Groups.
2. Click the current Default group name and pick another from the list.
3. Click Close.

Existing people do not move

Changing the account default does not update anybody's personal default. Only new team members get the new one. So a reorganisation that changes the account default leaves everybody already there pointing at the old group, silently, until somebody looks.

That is what to watch here. If you change the default because a team was renamed or replaced, go through the existing members as a separate job.

What the personal default controls

When a ticket is assigned to somebody automatically, by a trigger or another routing option, it goes to that person in their default group. The same applies when an agent takes or solves a ticket without choosing a group.

Which means a wrong personal default does not lose the ticket. It files it under a group the person is not working from, so it disappears from the view their colleagues watch, and reappears in a report weeks later.

Check it after somebody changes team

Moving an agent into a new group does not make that group their default. Both have to happen, and only one of them is the obvious step.

See also

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