Teams and routing

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

The AI-facing description of each team affects automated routing. Write each description as an operational boundary, not as a marketing label. Before you enable automatic routing, make sure that membership is current. Then test the default path with a typical incoming ticket. Only one team can be the default team. If you change the default team, unmatched tickets go to the new team instead.

If you delete a team, its tickets become unassigned. The team no longer receives new AI-routed tickets. Before you delete a team, move its work to another team. Then notify the affected people. Teams are not custom authorization roles. A routing team controls assignment. Members and Custom roles control dashboard permissions. See Help Desk routing for ticket-level ownership, takeover, and AI-resume behavior.