Creating teams

Agents can be organized into teams, such as Application Support or Development. Tickets can be assigned to an entire team or to individual team members. Using teams allows agents to assign tickets to a group without needing to know which individual will work on the ticket.

Team member permissions are determined by their user roles for the related container; these permissions are not affected by team membership. Assignment options can be configured in a workflow process or by creating business rules.

You can add an unlimited number of users to a team and add the same user to multiple teams.

Before users can be added to teams, they must be assigned to the related container.

To organize users into teams

  1. Click the Administration tab.
  2. In the User Management section, click Teams.
    The Teams page appears.
  3. Click New.
    The Team: New page appears.
  4. In the Team Name field, enter a name for the team, such as Developers or Level 1 Support Team.
  5. In the Assign To section:
    1. In the Container field, select the container for this team.
      You can select any container for which you are authorized, not just workspaces.
    2. (Optional) In the Items list, clear the check boxes next to any items to which this team should not be assigned.
    3. (2020 Release 01) In the Assignment Field for Round Robin column, select an item to assign that field for Round Robin.
  6. In the Assigned members section:
    1. Click Manage Assigned Users.
      The User Lookup dialog box appears.
    2. Select members for the team from the Available Users list and move them to the Selected Users list.
      The pool of potential team members consists of members assigned to the selected container and includes the assigned container administrators.
    3. Click Select.
    4. (Optional) To designate someone as a team leader, select a user in the Team Leader field.
  7. (2020 Release 01) Round Robin automatically assigns a ticket to the next agent added to a team based on which agent was assigned the previous ticket.


    Assume that there are three agents (A1, A2, and A3) in team T1. When you have enabled Round Robin and tickets are assigned to team T1:

    • The first ticket is assigned to A1, the second ticket to A2, and the third ticket to A3.
    • The fourth ticket is assigned to A1, the fifth ticket to A2, the sixth ticket to A3, and so on.
    1. In the Round Robin section, select the Enable Round Robin check box to enable Round Robin feature for the team that you are creating.
      If you do not select the check box, the Round Robin feature is disabled.
    2. (Optional) Select the Use agent availability based on Personal Work Schedule check box to assign tickets based on the availability schedule of agents, such as work schedule, vacation, and others.


      Assume that the new ticket is supposed to be assigned to agent A2, but agent A2 is on vacation. The new ticket is assigned to agent A3.

    3. (Optional) Select the Use agent availability based on Personal Appointments check box to assign tickets based on the personal appointments of agents, such as conference calls, meetings, and others.


      Assume that the new ticket created at 10:10 A.M. is supposed to be assigned to agent A3, but agent A3 is in a meeting from 10:00 A.M. to 11:00 A.M. The new ticket is assigned to agent A1.

  8. (Optional) In the Specify Notifications section, in the Receive email notifications field, change when notifications about assignments are sent.
    The default is Always
  9. Click Save.
    Your changes are implemented immediately.

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