Team Management

Overview

Teams let you organize workspace members into groups so the right people handle the right tickets. A team has a name, an optional description, and an optional logo. Members are picked from your existing workspace roster, and a member can belong to more than one team. Teams live inside a single workspace and do not change which channels a member can access.

What teams are for

Assigning tickets to a team

Any ticket can be assigned to a team, either on its own or alongside an individual assignee. This is useful when a conversation belongs to a group rather than one person, for example sending billing questions to your finance team. Because team assignment is separate from channel access, assigning a ticket to a team groups the work without changing who is able to see it.

Working from a team's queue

Each team you belong to appears under My Teams in the ticket sidebar. Opening a team shows its open and waiting tickets in one list, so any member can pick up work assigned to the team.

Routing tickets automatically

Workflows can assign incoming tickets to a team automatically. When you add an "Assign ticket" action to a workflow, you can send the ticket to a team without picking a member, to the least busy member (the one with the fewest open tickets), or to a random member. See Workflow actions for the full list of actions.

Measuring team performance

The Team tab in Reports breaks down activity for each member of a team, including replies sent, tickets handled, and median time to first response. Use it to see how a team is keeping up and where work is concentrated.

Adding members

To invite someone to your workspace, go to Settings > Members and click Invite Member. Enter their email address and select a role. They will receive an email with a link to join.

Once someone has joined the workspace, they can be added to one or more teams. Go to Settings > Teams, select a team, and add members from the workspace roster.

Removing members

Owners and admins can remove members from the workspace through Settings > Members. Removing a member revokes their access entirely. The workspace owner cannot be removed.

Members can also be removed from individual teams without losing workspace access. This only changes their team assignments.

Any member can leave the workspace on their own, except for the owner.

Managing teams

The team page at Settings > Teams shows every team in your workspace along with its current members. Only owners and admins can create new teams, rename them, change their description or logo, add or remove members, and delete teams that are no longer needed. Deleting a team unassigns it from any tickets it was on and does not remove its members from the workspace.