How Teams work
Each Team belongs to your organization and has its own name and description. You can add as many teammates as you need to a Team.
Teams create dedicated channels within the Help Desk, acting like individual folders where you can see exactly how many open conversations are waiting for that specific Team.
You can easily assign a conversation to a Team, just as you would to an individual person. Importantly, assigning a conversation to a team does not exclude simultaneous assignment to a specific teammate, both can be assigned at the same time. Furthermore, as soon as a conversation is assigned to a Team, it automatically disappears from the 'Unassigned' folder, keeping the main queue organized.
For quick communication, you can use the @ symbol to mention a Team in a note, which notifies everyone in that Team at once. When a Team is mentioned, the conversation automatically appears in the 'Shared with me' folder for every member of that Team, ensuring everyone stays informed.
Who can see what?
Your access to Teams depends on your role in the organization:
Admins & account owners: These roles have full visibility, meaning they can see all Teams in the Help Desk and manage them directly within the settings.
Members: Members can only see the Teams they are assigned to. However, they still have the ability to mention or assign conversations to other Teams, even if they are not a direct part of those groups.
Managing your teams
All Team management functions are located in Settings → Organization → Teams.
Creating a team
To create a new group, navigate to the Teams settings and click Create team. You will be prompted to give it a name (up to 20 characters), add an optional description, and select which teammates should be members. A convenient feature allows you to assign teammates to Teams directly during the invitation process when they join your organization.
Editing or deleting a team
You have the flexibility to change a Team’s name or modify its members at any time from the settings. If you decide to delete a Team, the system ensures no customer messages are lost by requiring you to reassign all its active conversations to another Team or an individual person before the deletion is finalized.
Why use Teams?
Using Teams significantly streamlines collaboration within your Help Desk. It ensures that the right group of people receives and reviews the appropriate messages, which helps your team respond faster and maintain better organization across all customer interactions.
If you have any additional questions, please contact our 24/7 Customer Support for assistance.