Teams
Group agents into teams so tickets, views and reports can follow how your support team is really split, then add, remove or delete members.
On this page
A team is a named group of agents, such as returns, wholesale or one per language. Once you have teams, you can give a ticket to a team as well as to a person, and several other parts of the helpdesk can use them:
Assigning tickets. Agents can give a ticket to a team from the ticket, and rules can assign tickets to a team automatically.
Auto-assignment. A ticket assigned to a team can go to its next available member in turn, with a limit on how many each person holds. See Automatic assignment.
Views. A view can be shared with chosen teams, so only their members see it in the sidebar. See Views and sections.
Reports. The analytics pages filter by team, so you can compare one group's volume and response times. See Agent performance.
Only admins can create teams and change who is in them. Every role can open Settings > Teams and see the teams and their members.
Create a team#
Open Settings > Teams and select Create team.
Type a Name. A Description is optional; it shows in the team list and at the top of the team's page, which helps others pick the right team when they assign a ticket.
Choose an Icon. It appears beside the team's name.
Select Create team. The team's page opens, still empty.
Select Add members, tick the agents who belong, and select Add.
The same agent can be in as many teams as you like.
Add or remove members#
Open Settings > Teams and select the team.
To add people, select Add members, search for or tick their names, and select Add. Only active users who are not already in the team are offered.
To take someone out, select Remove on their row.
Removing a person from a team changes nothing else about them: they keep their user, their role and the tickets assigned to them. To stop someone signing in, deactivate them instead (see Manage users).
A user's own page under Settings > Users lists their teams, with links, but membership is only changed from the team's page.
Rename or delete a team#
On the team's page, Edit changes its name, description and icon.
Delete removes the team after you confirm. Tickets assigned to it lose their team, though not their agent. Rules that assign tickets to that team stop assigning until you edit them, so check Workflows > Rules afterwards for any rule that named it.
The team list#
| Column | What it shows |
|---|---|
| Team | Icon and name. Select it to open the team. |
| Members | Initials of the first few members and the number in the team. |
| Description | What the team handles. |
| Created | When the team was made. |
Use Search teams above the list when you have many.
Related articles
- Automatic assignmentHow tickets reach the right agent today, with rules and the first reply, and what the Auto-assignment settings will do once round robin is switched on.
- Assign tickets to agents and teamsGive a ticket an owner and a team, take one yourself, hand it back, assign many at once, and what assigns tickets without anyone choosing.
- Views and sectionsBuild the ticket queues in the inbox sidebar, decide who sees each one, group them into sections, and choose which built-in views each agent keeps in sight.
- Agent performanceCompare each person's replies, closed tickets, response and resolution times, one-touch rate and satisfaction score, and narrow the report to one team.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.