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

Related topics

Configuring users

Editing teams

Deleting teams

Configuring user roles

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