Adding and Managing Teams

Adding and Managing Teams



Teams help you maximize agent productivity and provide knowledgeable support to customers. You can add up to 60 teams in each of your departments.

Note:
  • Only users with the "Agents and Teams" permission in profile can add and manage teams.

Enabling Team Assignment
Before you start, ensure that you have enabled team assignment for your departments. Only departments having this feature turned on can assign tickets and tasks to teams.

To enable team assignment:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Teams under the Users and Control menu.
  3. In the Teams page, select a department from the drop-down list.
  4. Click the More icon (  ) in the upper right area.
  5. Toggle the Team Assignment feature to On or Off.
    Note: This is a department-level setting.

Adding Teams
Once you've enabled team assignment, you can add a team that consists of individual agents or entire teams.

To add a new team:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Teams under the Users and Control menu.
  3. In the Teams page, click New Team in the upper right area.



  4. In the Add New Team page, do the following:
    • In the Team Details section, specify the Team Name and Description for the team.
    • In the Team Sources section, select the team members. You can select agents, roles, roles & subordinates, and different teams as members of the new team.
  5. Click Save.
Once a team is added, you can view its members under the Team Members tab. You can also view the sources of team members, under the Team Sources tab.

Note:
  • Each team can consist of a maximum of 100 agents, 50 teams, 20 roles and 20 roles with subordinates.
  • Selecting roles or roles & subordinates will add only those agents who have access to the current department.

Editing Teams
After creating teams, you can update the team name and team members as your requirements grow.

To edit teams:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Teams under the Users and Control menu.
  3. In the Teams page, hover your mouse pointer and click the Edit icon (  ) corresponding to the team that you want to edit.
  4. In the Edit Team page, do the following:
    • In the Team Details section, specify the team name and description for the team in Team Name and Description fields respectively.
    • In the Team Sources section, select the team members.
      You can change the users, roles, roles & subordinates, and different teams as members of the existing team.
  5. Click Save.
You have successfully edited the team.

Deleting Teams
Periodically you may consider cleaning up the unwanted teams using the delete option. While deleting, you may need to reassign the tickets and activities assigned to the current team.

To delete teams:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Teams under the Users and Control menu.
  3. In the Teams page, hover your mouse pointer and click the Delete icon (  ) corresponding to the team that you want to delete.
    You are required to reassign the tickets and activities of this team to another agent or team.



  4. Select the correct owner for tickets and activities using the drop-down menu.
  5. Click Reassign and Delete.
The team will be successfully deleted.

Note:
  • You will be asked to reassign ownership only when there are tickets or activities assigned to the team you intend to delete.


Also Read:    Teams Overview    |    Using Teams in Automations    |    Assigning Tickets to Teams

    • Related Articles

    • Teams Overview

      Teams allow you to organize your agents into groups based on your business needs or support process. They are particularly useful when you need a specific set of agents to manage common activities. Both tickets and activities (i.e., tasks, events, ...

    • Adding users as light agents

      One of the default profile, Light Agent can be assigned to users outside of your customer support team without having to pay for additional seats. Light Agents will have restricted permissions in your Zoho Desk. They cannot edit the fields in the ...

    • Adding and Managing User Groups

      Groups are a collection of end users, often related to a specific account, geography, brand, or product, that is used to determine access to your knowledge base and community content on the Help Center. For example, you can add a group that includes ...

    • Adding and Managing your Zoho Desk Users

      Agents are the persons who handle tickets and work with customer problems. They perform a wide array of actions like responding to customers, editing ticket details, closing tickets, moving tickets between departments, etc. You can add as many agents ...

    • Using Teams in Help Desk Automations

      You can include teams in help desk automations like Workflows, Assignment Rules (both direct and round robin), Time-based rules, etc. This way you can send notifications, auto-assign tickets, and send escalation emails to teams. Let us look into how ...