Create, delete, edit teams
Structure your Support.
A team is a group of agents who are assigned to work on a specific type of inquiry, in a particular language, or for a specific department.
For example, if you have a customer support team that handles inquiries from customers in different languages, you might create separate teams for each language, such as a Dutch-language customer support team and a French-language customer support team. Each team would consist of agents who are fluent in the relevant language and have the necessary skills to handle customer inquiries.
By creating teams, you can organize your agents based on their skills and expertise, and make it easier for them to collaborate and work on the right conversations. This can improve response times, reduce errors, and ultimately lead to better customer satisfaction.
What you'll need
At least one active Support agent (more agents are better for creating a team!)
A team name, such as ‘Support NL’
A team description, such as ‘Customer support team for the Netherlands, Dutch and English-speaking’
Create a team
From the side menu, click Support.
Go to the Support Settings, then click Teams.
Click Create a new team.
In the "Team name" field, type the team name.
In the "Team description" field, type the team description.
In the "Add new team members field", type and select the names of the agents you want to add.
Click Create new team.
Add an agent to an existing team
From the side menu, click Support.
Go to the Support Settings, then click Teams.
Click the team that you want to add a new agent to, then click the Members tab.
Click Add new team members.
Type the name of the agent that you want to add.
Click Add new team members to confirm.
Remove a team member
From the side menu, click Support.
Go to the Support Settings, then click Teams.
Click the team that you want to remove an agent from, then click the Members tab.
In the team find the agent that you want to remove from the team, hover over them and click the three dots.
Click Remove from team.
Remove multiple team members
From the side menu, click Support.
Go to the Support Settings, then click Teams.
Click the team that you want to remove multiple agents from, then click the Members tab.
In the team members list, select the checkbox next to every agent that you want to remove from the team.
Next to the prompt that tells you how many members you have selected, click Delete.
Delete a team
From the side menu, click Support.
Go to the Support Settings, then click Teams.
Click the team that you want to delete, then click the Settings tab.
Click Delete team.
Follow the on-screen instructions by typing the prompt into the open text field.
Confirm that you want to delete the team by clicking Yes, delete this team.
