Teams

Teams define operational ownership for ticket handling.

Team composition

A team is configured with:

• Members
• Website access

Why teams matter

Teams are used for:

• Ticket routing ownership
• Access to team-scoped work
• Operational separation across products or brands

Recommended setup

1. Start with one team per functional support area
2. Link only relevant websites
3. Keep at least one team admin per active team

Creating a team

To create a team, navigate to Settings > Teams and click Create team. You will need to provide:

1. A team name (e.g., "Billing Support", "Platform Engineering")
2. At least one member
3. One or more linked websites

Once created, the team appears in routing options for tickets and can be referenced in workflow automation rules.

Team member roles

Each team member is assigned one of two roles:

• Admin -- Can manage team settings, add or remove members, and link or unlink websites. At least one admin must exist per active team.
• Member -- Can view and work on tickets routed to the team but cannot modify team configuration.

Team roles are independent from organization-level roles. A user can be an organization member while being a team admin.

Team-based ticket routing

When a ticket is created through a website linked to a team, that team automatically becomes the owner. This means:

• Only team members see the ticket in their queue
• Assignment rules in workflows can target specific teams
• Escalation paths can move tickets between teams

If multiple teams are linked to the same website, routing falls back to manual assignment unless a workflow rule resolves the conflict.

Example: multi-product SaaS structure

Consider a SaaS company with three products -- Analytics, Payments, and Identity. A recommended team structure would be:

Each team only sees tickets from their product's support page. Workflows can auto-escalate cross-product issues by reassigning to the appropriate team based on template tags.

Plan limits

Team count is controlled by your active plan. See Billing and Plans for details on limits per tier.