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

Go to Settings > Teams
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

Click Add Members
Select organization members
Add them to the team

Members can belong to multiple teams.

Step 4: Save

Click Create Team to save.

Managing Teams

View All Teams

Go to Settings > Teams
See all teams with member counts
Click any team to manage

Edit a Team

Click the team
Update name, description, or settings
Save changes

Add/Remove Members

Open the team
Click Members
Add new members or remove existing ones

Delete a Team

Open the team
Click Delete Team
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:

New ticket arrives
Route to team
Assign to next available member
Member handles ticket
Next ticket goes to different member

Pick-Your-Own

Self-service queue:

New ticket arrives
Route to team
Ticket sits in team queue
Members pick tickets they'll handle
Once picked, becomes individual assignment

Manager Assignment

Supervised distribution:

New ticket arrives
Route to team
Team lead reviews and assigns
Team member receives assignment
Lead monitors progress

Auto-Routing to Teams

Use tags to automatically route tickets:

Create a tag (e.g., "Billing")
Set tag to route to Billing Team
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