Understanding Teams and Agents

Agents are users who work on support and service activities.

Teams organize agents into functional groups so work can be routed and managed effectively.

Agents

An agent can be assigned tickets and other work according to their permissions and team membership.

Agent permissions determine what records and actions the user can access.

Teams

Teams can represent service groups such as:

• Customer Support
• Technical Support
• Finance
• Operations
• Development

The exact team structure is defined by your organization.

Assignment

Work may be assigned:

• directly to an agent;
• to a team;
• to a team and a specific agent;
• through an assignment rule;
• through an automation.

Permissions and visibility

Team membership and role permissions are separate concepts.

A user may belong to a team while their role controls which application functions and records they can access.