Teams
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- organisation
- teams
Configuration > Teams & Agents > Teams
Related Guides:
Details
| Field | Type | Description |
| Team Name | Free Text | Name of team. |
| Department | Single Select | The department that this team is a member of. |
| Team Leader(s) | (Read-Only from Details Tab) | Lists the Agents that have been marked as Team Leaders for the given Team. Team leaders have full access to Tickets within the respective Team, and also access to Configuration options for that Team. |
| Main Email Address | Free Text | Primary contact email for the team, can be returned on email templates via $TeamEmail |
| Phone Number | Free Text | The primary contact number for the team, can be returned on email templates via $TeamPhoneNumber |
| Alternative Team Name | Free Text | Alternative Team name, can be returned on email templates via $TeamAlternativeName |
| Team Note | Free Text | Any miscellaneous notes regarding the team |
| Used for Tickets | Checkbox | If checked, tickets of use 'Tickets' will be allowed to be assigned to this team |
| Used for Projects | Checkbox | If checked, tickets of use 'Projects' will be allowed to be assigned to this team |
| Used for Opportunities | Checkbox | If checked, tickets of use Opportunities will be allowed to be assigned to this team |
| Working Hours for Resource Booking | Single Select | When using agent resource booking, appointments booked from tickets logged to this team will only be allowed to be made during the work hours set here. Guide |
| Team is Active (Show in Lists) | Checkbox | Unchecking this will not allow tickets to be logged to this team & will hide this team from being displayed in the UI, without deleting the team from the database |
| Sequence in Treeview | Integer | Determines where in the list of teams this team appears throughout the UI. The lower the sequence, the higher in the list the team appears. |
| Override Column Profile in by tree View | Single Select | Determines the column profile that is used to list tickets assigned to this team. |
| Hide Agents in the Team tree if they have no Tickets | Checkbox | When in the team view of a ticket area i.e. 'Incidents By Team', there is a tree dropdown for tickets per agent. When this setting is checked on, the agents with no tickets will not show in the tree dropdown. |
| Mailbox Override | Single Select | Overrides the from address/SMTP details for emails sent from this team. |
| Message Group | Single Select | Establishes the collection of email templates that are used for emails sent from this team |
| Time Zone | Single Select | Sets the time zone for the team. |
| Include in Load Balance Calculations | Checkbox | If unchecked, load balance/round robin ticket assignment is ignored for tickets assigned to this team. |
| Allow Survey to be Sent for Tickets Assigned to this Team | Checkbox | If unchecked, satisfaction surveys will never be sent upon ticket closure for tickets assigned to this team. |
| Dashboard to show on the home screen | Single Select | Allows you to choose which dashboard appears on the home screen for agents who are in this team. If the home screen dashboard set on the agent profile is set to use the global setting and a team dashboard is set, the team dashboard will be used. |
Hide Team from assignment dropdowns | Checkbox | When enabled, this team will not appear in dropdowns as an assignable team. |
| Minimum interval between load balance to each Agent | Integer | This setting will prevent tickets being load balanced to an agent, if they have had any other tickets load balanced to them in the last X minutes. This setting determines the interval in minutes. Additionally, load balance settings can be configured in tickets general settings. |
| Exclude Agents with more than X Tickets from load balance. Set to -1 for no limit. | Integer | This setting will prevent agents from being included in load balancing if they have more than X "open and not on-hold" tickets in their queue. Set to -1 for no limit. Additionally, load balance settings can be configured in tickets general settings. |
| Only count Tickets within this Team in the maximum allowed Tickets | Checkbox | When enabled, only this Team's Tickets will count towards the agent's ticket limit. |
| Configure limits per Agent for this Team | Checkbox | When enabled, an "Agent specific load balance limits" table will appear where individual agents can be given limits of how many tickets they can be assigned to. |
| Run load balance on unassigned Tickets on a schedule | Checkbox | (Shows if "Scheduled Load Balancing configuration type" In Configuration > Tickets > General Settings is set to Team) With this setting enabled, you can specify an interval to run load balancing for any tickets of that type that are currently not assigned to anyone. This can allow for tickets that were previously not assigned due to the above 2 settings to be assigned to an agent as soon as one is available. Additionally, load balance settings can be configured in tickets general settings. |
| Load balance unassigned tickets every X minutes | Integer | (Shows if "Scheduled Load Balancing configuration type" In Configuration > Tickets > General Settings is set to Team) The interval in minutes for how often tickets in the unassigned queue are to be load balanced out to agents. Additionally, load balance settings can be configured in tickets general settings. |
| Automatically assign the next available Unassigned Ticket when an Agent closes a Ticket | Checkbox | (Shows if "Scheduled Load Balancing configuration type" In Configuration > Tickets > General Settings is set to Team) When enabled and an Agent closes a Ticket, they will automatically be assigned another Ticket from Unassigned. This includes Tickets can use closure confirmation. |
Agents
| Field | Type | Description |
| Agents Table | Table | Here are listed any Agents that are part of that Team. Details listed here are the name of the Agent, their Membership level, and which, if any, role this team was inherited from. |
| Agent | Multiple Select | This allows you to choose one or more Agents to apply the following Team membership to. |
| Can be assigned to | Checkbox | Will allow the Agent to be able to have tickets / opportunities assigned to them personally. |
| Is a Team Leader | Checkbox | This option will show the Agent as the leader of the team on lists, and also marks them as such for grouping methods, such as designating approvers in Approval Processes. |
| Allow Access to Teams Config | Checkbox | When an Agent is set as a team leader, this setting will appear. When this setting is enabled, the agent will have access to this specific teams configuration area, and will be able to edit everything within this teams configuration. To test Set an Agent as a Team leader and then checkbox this option on for them. Impersonate the agent (You can turn "Allow admins to impersonate Agents" on in Configuration > Advanced Setting), you will notice they have access to the configuration area, and within the configuration area they will now have access to this team. |
| Can see Unassigned Tickets for this Team | Checkbox | Will allow the Agent to see tickets that belong to their team but have not yet been assigned to agents. This could be used to prevent inappropriate Agents from triaging tickets. |
| Can see Tickets assigned to other Agents in this Team | Checkbox | When left unchecked, the Agent will only be able to see their own tickets for that Team. The rest of the Team's tickets will be hidden from view, and have their access restricted. |
Other
| Field | Type | Description |
| Team Templates | Table | A list of the Templates that Agents in that team can use. Only the name of the template is detailed. |
| Team Canned Text | Table | A list of the Canned Texts that Agents in that team can use. Only the name of the canned text is detailed. |
| Allowed Category Values | Table | When checked, this will allow the Team to mark tickets with any [Category] that they would like. When unchecked, a table will appear where a whitelist can be defined for usable [Category]s. |
| Allowed Resolution Code Values | Table | When checked, this will allow the Team to mark tickets with any [Resolution Code] that they would like. When unchecked, a table will appear where a whitelist can be defined for usable [Resolution Code]s. |
Allowed Category 3 Values | Table | When checked, this will allow the Team to mark tickets with any [Category] that they would like. When unchecked, a table will appear where a whitelist can be defined for usable [Category]s. |
| Allowed Category 4 Values | Table | When checked, this will allow the Team to mark tickets with any [Category] that they would like. When unchecked, a table will appear where a whitelist can be defined for usable [Category]s. |