Teams and routing
Understand Help Desk ticket routing while keeping team administration in the Workspace area.
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. 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.
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.