Teams and Agents Overview

Teams and agents define how Helpdesk work is organized and owned.

Agents

Agents are Helpdesk users who handle customer service work according to their assigned permissions and responsibilities.

Teams

Teams group agents around an operational function such as Customer Support, Development, Finance, or another service area.

Assignment

Tickets and other supported records can be assigned to a team, an agent, or both depending on the workflow.

Permissions

An agent's ability to view or modify records also depends on roles, permissions, team access, and other configured security rules.

Workload

Teams help distribute work and make operational queues easier to manage.

Good practices

Create teams around real operational responsibility rather than arbitrary organizational labels. Keep membership current so assignments and access remain accurate.