Teams in Support Portal allow you to group agents by function, department, or operational responsibility. Conversations can be assigned to a Team rather than an individual agent, enabling collaborative handling and structured routing across your organization.
Operational objective
Teams provide three core capabilities:
- Routing — Assign conversations to a functional group rather than a specific agent, ensuring that the appropriate department handles each interaction.
- Collaboration — All agents within a Team receive notifications when a conversation is assigned to that Team, enabling shared awareness and workload distribution.
- Reporting — Team-level reports provide insight into conversation volume, response times, and resolution performance by department or function.
An agent may belong to multiple Teams simultaneously.
Creating a Team
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Navigate to Settings > Teams and select Create New Team.
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The configuration interface presents the following fields:
- Team Name — A descriptive identifier for the group (e.g., Billing Support, Technical Operations, Compliance).
- Team Description — A brief summary of the Team's operational scope.
- Auto Assign — When enabled, incoming conversations assigned to this Team are automatically distributed among its members. When disabled, conversations remain unassigned within the Team until an agent claims them.
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Select Create Team to proceed.
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The next step presents the agent roster. Select the agents who should be members of this Team.
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Select Add Agents to confirm membership, then select Finish to complete the setup.
The newly created Team appears in the Teams list and becomes available for conversation assignment, automation rules, and sidebar navigation.
Modifying a Team
- Navigate to Settings > Teams and locate the target Team.
- Select the edit icon (pencil) to open the modification interface.
- Update the Team name, description, auto-assign preference, or member roster as required.
- Select Update to persist changes.
Removing a Team
- Navigate to Settings > Teams and locate the target Team.
- Select the delete icon to initiate removal.
- Confirm the deletion when prompted.
Removing a Team does not delete the associated agent accounts. Conversations previously assigned to the removed Team may require reassignment.
Governance implications
Team structure should mirror your organization's operational hierarchy and routing requirements. Review Team membership periodically to ensure alignment with staffing changes and departmental responsibilities. The auto-assign setting has direct implications for workload distribution; evaluate whether round-robin assignment or manual claim-based handling better suits each Team's operational model.