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Team Collaboration3 min readUpdated January 2026

Creating Teams

Teams help you organize agents by function, skill, or department. Route tickets automatically, share workload, and track performance at the team level.

Why Use Teams?

Organized Routing

Route tickets to the right group of agents based on topic, language, or priority

Shared Workload

Any team member can claim and work on tickets assigned to the team

Team Metrics

Track response times, resolution rates, and CSAT at the team level

Access Control

Restrict visibility to tickets belonging to specific teams

Creating a New Team

  1. 1

    Navigate to Settings → Teams

    Find the Teams section in your organization settings

  2. 2

    Click "Create Team"

    Opens the team creation form

  3. 3

    Configure Team Details

    Namee.g., "Billing Support", "Technical Team"
    DescriptionWhat this team handles
    ColorFor visual identification in ticket lists
    Team LeadOptional — receives escalations and reports
  4. 4

    Add Team Members

    Select agents to include in this team. Agents can belong to multiple teams.

Team Structure Examples

By Department

Sales SupportTechnical SupportBillingReturns

By Tier

Tier 1 (General)Tier 2 (Specialists)Tier 3 (Engineering)

By Region/Language

AmericasEMEAAPAC

💡 Pro Tip

Create an "Unassigned" or "Triage" team as a holding area for new tickets before they're routed. This ensures no ticket falls through the cracks.

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