Teams and routing

Help Desk routes each ticket to a default team, to a team that an AI escalation requests, or to the global unassigned queue. A team can use round-robin, least-loaded, or unassigned assignment behavior. Round-robin cycles through the team members in the order they joined. Least-loaded picks the member with the fewest active tickets in that team. Unassigned always leaves the ticket for a manual claim. When you move a ticket to another team, the system reruns the assignment logic. This can change the ticket owner. Automatic routing gives a starting point for triage. It does not guarantee that the best specialist is available right away.

Automatic assignment skips a teammate who is Away. Each teammate sets their own availability in the profile menu at the bottom of the dashboard sidebar. If every member of the team is Away, the ticket keeps its team but gets no owner. It then waits in the unassigned queue for a manual claim. Use Away to keep new work off a teammate who is not working. It does not hide the tickets already assigned to them, and it does not reassign them.

You manage teams in Workspace, but the effect appears in Help Desk. Users with team-management permission can manage teams. They also have broad visibility. Normal Inbox access stays limited to assignment, teams, mentions, and unassigned work. Not every teammate who can read a ticket can also edit a team.

If you delete a team, its open tickets stay in the system, but they lose the team association. Review these tickets, then reassign them yourself. Use clear defaults and simple routing rules first. Test controlled escalations before you use them for production support traffic.