The Inbox — Teams

A team is a named group of people who take work together — Billing, Onboarding, Tier 2. Make them on Settings › Teams, and turn them on for a queue from its Who picks it up page, which adds the Team column a ticket records its team in. With a team in play, a new ticket starts on the team you nominate and goes to whoever on it is least busy — the roster of individual people is what a queue uses when no team is. Moving a ticket to another team hands it over. Somebody on the receiving team picks it up in the same act, unless whoever holds it is already one of theirs. Chips above the queue narrow it to one team's work, and they combine with the tabs and with each other, so “Billing” and “Needs reply” can both be on. A team can also say where a ticket goes when it misses a response time: another team, or one named person. That happens once per missed target, is written on the ticket, and everyone involved is told.