Teams and routing
Understand Help Desk ticket routing while keeping team administration in the Workspace area.
Tickets can be routed to a default team, a team requested by an AI escalation, or the global unassigned queue. A team can use round-robin, least-loaded, or unassigned assignment behavior. Moving a ticket to another team reruns the relevant assignment logic, which can change the owner. Treat automatic routing as a starting point for triage, not a guarantee that the ideal specialist is immediately available.
Team administration belongs to Workspace even though its operational effect is visible in Help Desk. Users with team-management permission can manage teams and have broad visibility; normal Inbox access remains scoped by assignment, teams, mentions, and unassigned work. Do not imply every teammate can edit a team because they can read a ticket.
If a team is deleted, open tickets remain but lose that team association. Review and reassign them deliberately. Use clear defaults and simple routing first, then test controlled escalations before relying on them for production support traffic.