Creating and Managing Teams

Teams organize agents around shared responsibility for Helpdesk work.

Create a team

1. Open the team administration area.
2. Choose the option to create a team.
3. Enter a clear team name.
4. Add a description when useful.
5. Configure supported team settings.
6. Add the appropriate agents.
7. Save the team.

Team purpose

A team should represent a real operational ownership boundary.

Examples may include Customer Support, Development, Finance, or Operations.

Assignment

Tickets can be routed to teams manually or through supported automation and assignment rules.

Access

Team membership may influence record visibility or available actions depending on the Helpdesk security model.

Good practices

Avoid creating multiple teams with overlapping responsibility unless the distinction is operationally meaningful. Review membership regularly and remove outdated assignments.