Agent Teams allow you to group Agents and assign Tickets to them. You can then assign Agent Permissions based on their Team.

This is useful if you want to divide your Agents up within a Department or across Departments.

For example, if the Agents who handle Tickets in your Support Department are divided into first line and second line, you could arrange them into two Teams.

You can also use Teams to assign Tickets to groups of Agents who usually work in different Departments. For example, you could have a Team for senior Agents across different parts of your Organization, or a team for Agents who all handle a certain type of User, etc.

It's also worth noting Teams are not visible to Users by default.

This can be useful if you need to pass Tickets between groups of Agents without Users being aware (for example, if a Ticket was passed to the Managers group because there was a problem with it).