A team is a group of people. Teams are for reporting and for staffing queues in bulk: a team never receives tickets itself. Work waits in queues, and adding a team to a queue has its members work that queue.

Create a team

A team’s drawer holds its name, who is on it and whether it still auto-assigns.

1. 1Auto-assign
2. 2Members

1. Open Inbox, then Settings, then the Teams tab.

2. Select New team. A drawer opens.

3. Name the team ("Name this team…"). Optionally select Add description and say what it handles.

4. Under Members, add the agents who belong to it.

5. Select Create team.

The drawer closes the loop in plain words, for example "Support has 4 members." If a member change fails, the team is still saved and you're told how many changes failed. Save again to retry.

You can see the Teams tab if you have permission to view teams. Creating and changing them needs permission to manage teams; without it you can open a team with View members but not change it.

Change who is on a team

Select Manage members on a team's row, add or remove people, and save. You can also add or remove a person from a team on the Agents tab. See Agents and capacity.

Switch a team off

In the drawer, set Status to Inactive to switch a team off without deleting it. An inactive team's members don't work the queues it's added to until it's active again.

Put a team to work on a queue

1. Open Inbox, then Queues, and open the queue.

2. In the Agents section, under Teams working this queue, choose Add a team….

3. Pick the Tier to add it at and select Add.

Every member of the team now works the queue at that tier. Tier 1 takes a ticket at once; tier 2 takes it after the queue's overflow wait. Removing the team removes its members from the queue, except people who were also added directly. See Queues and routing.

Teams in reports

The Teams tab in Inbox reports shows volume, speed and who is online per team. See Agent, team, queue and label reports.

Older teams that still receive tickets

Before teams became groups of people, a ticket could be assigned to a team. A few may remain:

• A team that still receives tickets shows a Legacy auto-assign badge on its row. In the team drawer, under Legacy assignment, the Auto-assign checkbox applies only to tickets that still carry the team. They go to an online member in turn. Untick Auto-assign to have them wait for someone to take them.
• If any team still receives tickets, a banner on the Teams tab says so, for example "One team still receives tickets. Review turning it into a queue." Select Review to see what would change.

Converting gives each team a queue of the same name, with the team's members working it at tier 1. It also changes the rules, macros and SLA steps that send tickets to the team into "move to queue". Tickets that already carry a team finish as they are. Everything you tick applies together, or none of it. You need permission to manage teams, queues, automation, macros and SLA policies to convert.

The "assign to a team" action is retired in macros, automation rules and SLA escalations. Existing ones keep running, but you can't add new ones.

Queues and routingWhere work waits and who is offered it.Agents and capacitySet how many tickets each person can hold.