Helpdesk · Setup & configuration · 7 min read

Set up teams and members

Create support teams, choose how tickets are assigned and how transfers are accepted, and manage membership.

Before you begin

You need helpdesk.configure. Create the SLA policies you plan to use first (see Set up SLA policies and routing rules), and make sure the people exist as users in the company.

Create a team

1. Open Helpdesk > Configuration > Teams and press New.
2. Enter the Code, for example IT_L1. It is stored in capitals and must be unique: 'That code is used already.'
3. Enter the Team name.
4. Choose the Team type: Customer Service, Technical Support L1, L2 or L3, Product Support, Warranty, Sales Support, IT, HR, Finance, Facilities, Fleet, Project, Field Service, Vendor Support or Management Escalation.
5. Choose the Manager and Deputy manager. The manager is on the owning side of the team's tickets, approves manager transfers and receives SLA and escalation alerts.
6. Choose the Default SLA and Default priority. They apply when no routing rule sets them.
7. Choose the Assignment method:
   • Manual: nobody is picked. The ticket waits in Unassigned.
   • Round robin: members in turn, by user id, after the last person given.
   • Least loaded: the member with the fewest open tickets, ties by lowest user id.
   • Skill based: among members with the skill the category needs, otherwise least loaded.
8. Choose Transfers into this team: Accepted automatically, A team member accepts or The manager approves.
9. Leave Active on and press Save.

Observers and members outside their effective dates are never picked.

Manage members

1. Press Members on the team.
2. To add a person, choose them, choose a role and press Add.
3. To change a role, add the same person again with the new role.
4. To remove a person, press Remove. They are switched to inactive, not deleted, so the history keeps them. The dialog shows each member's open tickets.

Roles: agent, senior agent, team leader, manager, specialist and observer. Team leaders and managers get SLA and escalation alerts and can accept manager transfers. Observers are never assigned tickets.

Worked example

IT uses Round robin. Members have user ids 4, 7 and 9, and the last ticket went to 4. The next three tickets go to 7, 9 and 4.

What happens next

The team is offered on new tickets and for transfers. An inactive team is not offered, and a transfer into it is refused.

Good to know

• 'Give it a code.' appears if you empty the code on edit, and 'This is required.' on new.
• A team cannot name itself as its backup, escalation or after-hours team: 'A team does not point at itself.' The default escalation team, backup team and after-hours team are saved but not used yet.
• The Skill based method needs people and categories to have skills. See Set up chains, categories and skills.
• Choose people only from this company: 'Choose a member of this company.'