Creating Teams

Teams let you organize support staff into groups for better ticket routing, collaboration, and specialization.

What Are Teams?

Teams are groups of members within your organization. Use them to:

• Route tickets to the right specialists
• Organize by function (Billing, Technical, etc.)
• Distribute workload among team members
• Track performance by group

When to Use Teams

Good Use Cases

By specialty:

• Technical Support Team
• Billing Team
• Account Management Team

By product:

• Product A Support
• Product B Support
• Enterprise Support

By tier:

• Tier 1 (General)
• Tier 2 (Specialists)
• Tier 3 (Engineering)

By region/shift:

• US Support
• EU Support
• After-Hours Team

When Not Needed

If you have a small team (3-5 people) handling all tickets, you might not need teams. Everyone can see everything, and direct assignment works fine.

Creating a Team

Step 1: Access Team Settings

1. Go to Settings > Teams
2. Click Create Team

Step 2: Configure the Team

Field	Description
Name	Team name (e.g., "Technical Support")
Description	What this team handles
Icon	Visual identifier
Color	Team color for UI

Step 3: Add Members

1. Click Add Members
2. Select organization members
3. Add them to the team

Members can belong to multiple teams.

Step 4: Save

Click Create Team to save.

Managing Teams

View All Teams

1. Go to Settings > Teams
2. See all teams with member counts
3. Click any team to manage

Edit a Team

1. Click the team
2. Update name, description, or settings
3. Save changes

Add/Remove Members

1. Open the team
2. Click Members
3. Add new members or remove existing ones

Delete a Team

1. Open the team
2. Click Delete Team
3. Confirm deletion

When deleted:

• Members remain in the organization
• Tickets assigned to the team become unassigned
• Historical data references the deleted team name

Team Assignment vs Individual Assignment

Team Assignment

Ticket is assigned to a team. Any member can pick it up.

Good for:

• General queue management
• Round-robin workload distribution
• Coverage across time zones

Individual Assignment

Ticket is assigned to a specific person.

Good for:

• Ongoing customer relationships
• Specialized expertise needed
• Accountability tracking

Using Both

You can assign to both:

• Team: Technical Support
• Individual: Sarah (within the team)

This provides both team visibility and individual responsibility.

Team Visibility

What Team Members See

Members of a team see:

• Tickets assigned to their team
• Tickets assigned to them personally
• Team-level analytics

Unassigned Tickets

Tickets can be:

• Unassigned (no team, no person)
• Assigned to team only
• Assigned to team and person
• Assigned to person only

Team Workflows

Round Robin

Distribute tickets evenly:

1. New ticket arrives
2. Route to team
3. Assign to next available member
4. Member handles ticket
5. Next ticket goes to different member

Pick-Your-Own

Self-service queue:

1. New ticket arrives
2. Route to team
3. Ticket sits in team queue
4. Members pick tickets they'll handle
5. Once picked, becomes individual assignment

Manager Assignment

Supervised distribution:

1. New ticket arrives
2. Route to team
3. Team lead reviews and assigns
4. Team member receives assignment
5. Lead monitors progress

Auto-Routing to Teams

Use tags to automatically route tickets:

1. Create a tag (e.g., "Billing")
2. Set tag to route to Billing Team
3. When tag is applied, ticket goes to team

Configure tag routing in Settings > Tags to automatically route tickets to teams.

Team Performance

Track team metrics:

• Ticket volume by team
• Response time by team
• Resolution time by team
• Satisfaction by team

Compare teams to identify:

• Which teams need help
• Where training is needed
• Capacity issues

Best Practices

Start Simple

• Begin with 2-3 teams
• Add more as needs grow
• Don't over-complicate early

Clear Boundaries

• Define what each team handles
• Document team responsibilities
• Minimize overlap

Right Size Teams

• Too small: No coverage, burnout
• Too large: Diffused responsibility
• Sweet spot: 3-8 members per team

Cross-Training

• Members can be in multiple teams
• Helps with coverage
• Builds organizational knowledge