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A team is a named group of support agents within a chatbot. Tickets are first routed to a team and then assigned to an individual agent inside that team. Teams let you split your support organization by function, product, or language, so the right group always handles the right tickets. Every chatbot has exactly one default team. When you first enable the Helpdesk, a team called General is created as the default and every account member is added to it. The default team catches all tickets that no routing rule matches.

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Team properties

PropertyDescription
NameA display name for the team, 1 to 100 characters (for example, “Billing Support”).
Assignment strategyHow tickets are distributed to agents within the team: Manual, Balanced, or Round Robin. See Ticket Assignment for how each method works.
Max tickets per agentAn optional cap on open tickets per agent. Only applies when the strategy is Balanced or Round Robin. Leave empty for no limit.
Assign to next available shiftA toggle that routes tickets to the next agent coming on shift when no one is currently available. Only shown for Balanced and Round Robin.
Default teamExactly one team per chatbot is the default. It receives every ticket that no routing rule matched.
The assignment strategy controls how tickets are shared between agents inside a team. Routing decides which team a ticket goes to. The two settings work together: routing picks the team, then the team’s strategy picks the agent.

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Creating a team

1

Open the Teams settings page

Navigate to your chatbot’s Settings → Helpdesk → Teams.
2

Start a new team

Click Create team. A slide-over panel opens.
3

Name the team

Enter a name, such as “Billing Support” or “Tier 2”.
4

Add members (optional)

Select agents from the member picker. You can search by name or email and use Select all. Members can also be added later.
5

Choose an assignment strategy

Pick Manual, Balanced, or Round Robin. If you choose Balanced or Round Robin, you can optionally set Max tickets per agent and enable Assign to next available shift.
6

Save

Click Create team. The team is added to the list immediately.

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Editing a team

Click any team in the Teams table to open its detail page. It has two main cards.

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Team settings

Edit the team’s name, assignment strategy, max tickets per agent, and the next available shift toggle. A Save button appears once you make a change. This card also shows the team’s default status:
  • If the team is the default, an info box explains that it receives all unmatched tickets.
  • If the team is not the default, a Make default button lets you promote it. You can also use Set as default from the team’s row in the Teams table.

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Members

The Members card lists the team’s current agents in a searchable table showing each agent’s availability status, current shift, and number of open tickets.
  • Add a member with the Add member control, which lists any account agent not already on the team.
  • Remove a member with the per-row Remove action. A confirmation dialog appears before the member is removed.

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The default team

There is always exactly one default team per chatbot.
  • It is created automatically (named General) when the Helpdesk is first enabled, with all account members added.
  • Any team can become the default using Make default on its detail page or Set as default from the Teams table.
  • The default team cannot be deleted.
Keep your default team staffed with agents who can handle general or uncategorized tickets, since it is the fallback for anything your routing rules do not match.

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Deleting a team

Only non-default teams can be deleted. Open the team’s detail page and click Delete team, then confirm in the dialog.
If the team has open tickets, those tickets are detached from the team (they keep their assigned agent, if any, but are no longer tied to a team). The default team can never be deleted, so reassign the default first if you need to remove that team.