Create a team and add members

Teams let you assign a ticket to a group, such as Billing or Shipping, instead of one person.

Create the team

1. Go to Settings → Agents & Teams and click Create Team.
2. Enter a Team Name and a short Description of what the team handles.
3. Click Create Team.

Add members

1. Click the arrow on the right of the team to expand it.
2. Click Add Member, choose an agent from the Select agent list, and click Add.
3. Repeat for each member.

Teams you belong to appear under My Groups in the Tickets sidebar. To route a ticket to a team, set Team in the ticket's Properties panel, or use an automation rule with the Assign Team action.