Teams
Overview
The Teams section in the User Management settings allows you to define groups of users categorized by roles or responsibilities within specific areas.
Key Features
- You can create teams to arrange users for better task delegation and workflow management, ensuring appropriate access.
- Teams allow you to automatically assign tickets and service requests to teams based on categories or workflows.
- By adding teams, you can ensure team-based ticket handling and escalation for efficient resolution.
- Teams let you track team performance, resolution times, and efficiency.
How to Add a Team?
You can add a team to define a group of users, categorizing them by their roles or responsibilities within specific areas.
Navigate to Settings > User Management > Teams.
The Teams page is displayed.
Click the New Team icon. The New Team page is displayed.
Enter or select the required values in the fields. Please refer to the following table for the field names and their descriptions.
Note: All the fields marked with an asterisk (*) are mandatory.
| Field | Description |
|---|---|
| Name | Name of the team |
| Members | Users assigned to the team |
| Ticket Categories | Types of tickets the team handles |
| Round-robin assignment for Tickets | Whether to allow the Round-robin method of distributing tickets evenly among team members |
| Round-robin assignment for Tasks | Whether to allow the Round-robin method of distributing tasks evenly among team members |
| Business hours | Operating hours during which the team is active |
| Holiday calendar | Schedule of holidays that affect team availability |
Click Save. The team is successfully added.
Note: The Edit and Delete icons appear when you hover over a team. Click the corresponding icon in the desired team row to update or delete, and confirm your action.