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Teams help organize users into groups, so that tickets are routed efficiently and responsibilities are clear.

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Instructions

1

Open Create Team

Go to Team Management and click Create Team.
2

Enter name

In the Name field, enter a clear and descriptive team name.
3

Add description

Add a short Description to explain the team’s purpose or scope.
4

Select members

In Team members, select the users you want to add to this team.
5

Create

Click Create Team.

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Workspace assignment

When your account has more than one workspace, a Workspaces checklist appears in the create and edit team dialogs. Each workspace is shown with its avatar and name.
  • By default, a new team is assigned to all workspaces.
  • Uncheck workspaces to restrict the team to specific ones.
  • When a ticket needs to be routed to a team (e.g., during human agent escalation), only teams linked to that ticket’s workspace are considered. This ensures workspace isolation in routing.
Team cards display the workspace avatars for the workspaces they belong to. Team dialog with workspace assignment Team cards with workspace avatars

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Tips

  • You can edit a team anytime to add or remove members.
  • Combine Teams with Mentions for quick internal collaboration.
Create Team Interface

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See also