Create teams to group your agents
Group agents into teams so tickets can be routed and reported per team. Create, edit and delete teams from Settings, Teams in a minute.
Last updated 2 min read
Teams group agents who handle the same kind of work, such as returns or wholesale. A ticket can belong to a team as well as an agent, so you can route work to a group and see how each group is doing. Teams are optional: a small shop with two people may not need any.
Before you start
- Who can do this: owners and admins.
- Plan: all plans.
- What you need: teammates already in the workspace. See Invite your team.
- Time: a minute per team.
Step by step
- Open Settings and choose Teams under Account.
- Press Create team. If you have none yet, the page says No teams yet with the same button.
- Type a Name, for example "Returns".
- Under Members, tick each person who belongs in it. The count beside the heading shows how many are selected.
- Press Create team. A message confirms Team created.
To change a team later, press the edit button next to it, change the name or members and press Save team. A message confirms Team saved. To remove a team, press the delete button and confirm. A message confirms Team deleted.
What happens next
The team appears in several places straight away:
- the team picker in every ticket header (and under More actions on small screens);
- view filters, so you can build a view such as "Returns team, open";
- rule conditions and actions, so a rule can check or set the team;
- reports that break results down by team.
Agents' team names show under their name on the Users page, or No team if they are in none.
When you delete a team, the dialog warns you how many open tickets it has. Those tickets keep their assignee but lose the team.
Tips
- Keep teams few and clear. Two or three teams are easier to route than ten.
- Combine teams with rules: for example, "if the message mentions refund, assign the team Returns". See Create a rule.
- Use round robin to spread tickets evenly among available agents. See Assign tickets automatically.
- Teams do not limit what anyone can see. Use roles for that. See Roles and permissions explained.
Troubleshooting
"Give the team a name"
The name is empty. Type a name before saving.
"A team with this name already exists"
Pick a different name, or edit the existing team.
"Only admins can change workspace settings"
Agents and viewers cannot create or edit teams. Ask an owner or admin.
"Invalid members"
The member list did not reach the server correctly. Refresh the page and try again.
"Invalid team"
The team you tried to delete no longer exists, perhaps because someone else removed it. Refresh the page.
Frequently asked questions
What are teams used for in Hushdesk?
Teams group agents so a ticket can belong to a team as well as a person. You can pick a team in the ticket header, filter views by team, route tickets to a team with rules and compare results in reports. They are the simplest way to split work between groups such as returns and wholesale.
Can one agent be in more than one team?
Yes. Tick the same person in as many teams as you need when you create or edit each team. Their team names then appear under their name on the Users page, so you can see at a glance where everyone sits and who covers which kind of ticket.
What happens to tickets when I delete a team?
Open tickets keep their assignee but lose the team. The confirmation dialog tells you how many open tickets are affected before you delete anything. Afterwards, update any rules or views that pointed at the team, because they can no longer route to it or filter by it.
Can two teams have the same name?
No. Team names must be unique within a workspace, so pickers, rules and reports are never ambiguous. If you see that a name is taken, pick a different name, or edit the existing team and add the people you wanted to its members instead of creating a duplicate.
Do teams change what an agent can see?
No. Teams are for routing and reporting, not permissions. Every agent can still open every ticket in the workspace, whatever team they are in. What a person can change depends on their role, such as agent, admin or viewer, and never on their team.
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Related articles
- Invite your teamAdd teammates to your Hushdesk workspace as admins, agents or viewers. Seats are unlimited on every plan and invites can be revoked at any time.
- Assign tickets automatically with round robinShare new tickets evenly between available agents with round robin, cap how many open tickets each agent gets and see who receives the next ticket.
- Assign a ticket and set its team and priorityGive a ticket to a teammate, take it yourself, set a team and priority, move it to a queue and tag it, all from the ticket header and sidebar.
- Read the Agents reportCompare agents on tickets replied, messages sent, tickets closed, first response, resolution, one-touch and satisfaction, and filter by team or tag.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.