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Agent Teams


Agent teams are a way to allow group Ticket assignment. Assigning a ticket to a Team brings it to the attention of all the members of that Team: it will show up in the My Teams’ Tickets filter in the Agent interface.

An Agent can belong to more than one Team.

For Ticket Permissions purposes, assigning a Ticket to a Team to which an Agent belongs is equivalent to assigning it to the Agent directly.

Teams are 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-tier, second-tier and third-tier support, you could arrange them into three 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.

Creating and editing teams

You can create and edit Teams under Agents > Teams. Click on an existing Team to edit its details.


Click + Add to create a new Team, enter its name, and select which Agents are members of the Team by using the checkboxes.


You can also assign a Team Avatar: an icon which is shown in various parts of the Agent interface.

Select Enable Team Avatar, then click Pick Avatar to select an icon for the Department from a predefined set, or click Upload Avatar to upload your own.

Agents see the Team Avatar when a Team is shown in the Agent interface:


Setting primary team of an agent

If an Agent has more than one Team, you can select a Primary Team which can be set on the Agent’s profile in Agents.


The Primary Team has two effects:

  1. It is the Team used when the Agent selects Assign To My Team from the individual Ticket view in the Agent interface.


  2. Some automated actions have an option to assign a Ticket to the ‘current Agent’s Team’; this is the Primary Team.


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First published: 23/03/2017

Last updated: Nov 23, 2017 by Paul Davies