Helpdesk — Teams, routing, macros and ratings (2)

A ticket keeps its team in an ordinary column, the same as its status and its owner — so a team filters in the grid, groups on a board, appears in a report and can be read by an automation. There is no separate place team assignments live, and nothing to keep in step. Escalation is tied to the response time you already set, and fires once. When a ticket on a team misses its first-reply or resolution target, it is handed to that team’s escalation path — another team, or one named person — reassigned, written on the ticket, and everyone involved is told. Once per missed target, never on a loop, and never walking a chain: if the receiving team then misses its own target, that is its own escalation. Plain English: a roster says who could take a ticket. A team says who it belongs to — which is a thing a ticket can have while nobody has picked it up yet, and a thing you can hand over. Name the people who take new work. The order — whoever dealt with that customer last, then whoever has least on — is worked out from the tickets themselves.