How to Create and Manage Teams

In your Help Desk account, you have the capability to create and manage teams. These teams consist of agents with different roles, including Staff, Managers, and Admins. By utilizing teams in Help Desk, you can easily organize your agents and enhance their effectiveness. It's worth noting that an agent can belong to multiple teams.

For instance, let's consider a marketing firm that receives a customer request for a new marketing strategy for an upcoming product. To address this request efficiently, the firm must perform various tasks, such as market research, background checks, and legal verification.

By establishing dedicated teams and assigning specific tasks to each team, the marketing firm ensures swift and efficient handling of requests. Each team holds accountability for its own responsibilities.

Benefits of Creating Teams:

• Enhanced Management: Grouping agents with similar roles in one team allows for more effective management.
• Improved Performance: Teams contributed to better delivery performance and reduced response time.
• Streamlined Ticket Assignment: Teams simplify the process of assigning child tickets and breaking down complex customer requests.

To create teams, follow these steps:

Step 1: Navigate to Settings > Teams.

Step 2: Click the "+ New Team" button.

Step 3: Fill out the required details in the pop-up window and click "Continue."

That's all about creating and managing teams. If you encounter any issues or have any questions, don't hesitate to reach out to our support team.