Teams#

Teams are groups of agents organized around a shared responsibility — a channel, a product area, a language, or a shift. Teams provide a second axis of assignment (alongside individual agents) and power team-level reporting.

Creating a Team#

Go to Desk → Teams → New Team and configure:

• Team name — displayed in the assignment dropdown and team inbox
• Description — internal note describing the team’s remit
• Members — agents that belong to the team
• Allow auto-assignment — whether round-robin assignment can route to team members

A single agent can belong to multiple teams simultaneously.

Team Assignment#

Conversations can be assigned to a team from the right-panel Team dropdown. When a conversation is assigned to a team:

• All team members see it in the Team Inbox view filtered by team name
• Team members receive a notification
• An individual agent can self-assign from the team pool, or a team lead can manually route

Team assignment and individual agent assignment are independent — a conversation can have both a team and an assignee, meaning “this conversation belongs to Team X, and Agent Y is actively handling it”.

Team Inbox#

Each team has a dedicated inbox view accessible from the left sidebar under Teams. This view shows all open conversations assigned to the team, regardless of which agent (if any) is handling each one. Team leads use it for load balancing and monitoring.

Team Reports#

The Team report (Desk → Reports → Team) surfaces team-level metrics:

• Conversations received, resolved, and currently open
• Average first response and resolution time per team
• CSAT score per team
• SLA compliance rate per team

Comparing teams side-by-side helps identify staffing imbalances and best practices worth spreading across the support organization.