Teams and routing

Workspace Teams are the routing units for Help Desk tickets. People with teams.manage can create, update, and remove teams, maintain membership, choose a routing strategy, and designate one default team. The strategies are round-robin, least-loaded, and unassigned; select the one that matches the way your support team actually accepts work.

Each team’s AI-facing description affects automated routing, so write it as an operational boundary rather than a marketing label. Keep membership current before enabling automatic routing, and test the default path with a representative incoming ticket. The default team is singular: changing it alters where otherwise unmatched tickets go.

Deleting a team unassigns its existing tickets and stops future AI routing to it. Move work and notify affected people before deletion. Teams are not custom authorization roles; a routing team controls assignment, while Members and Custom roles govern dashboard permissions. See Help Desk routing for ticket-level ownership, takeover, and AI-resume behavior.