Using Teams

What are Teams?

In SupportBee, ‘Teams’ reflect the real-world idea of teams or departments in organizations. This feature helps in bringing about a structure to a support process that spans across multiple departments or teams in an organization.

In larger organizations, customer queries are handled by different teams depending on the nature of the query. For example, the customer support team may only handle general enquiries. Questions about billing may be handled by a Billing team, questions about the product by a Sales team and job application emails by the HR team and so on.

Having Teams in SupportBee allows you to maintain a separation between the various departments that are participating in your support process.

How do I add teams to SupportBee?

Teams can be added by any user with admin privileges. From your ticketing interface:

  1. Click on the 'Admin' link in the left hand menu on the main page after logging in
  2. Choose the 'Teams' tab
  3. Click on 'Add a new Team'
  4. Type the name of the team or the department (Eg: Sales, L1 Support...)
  5. Click on 'Add Team’

 

 

And with that, you have your first team! Please note that until you add users to your newly created team, it will not show up in the list of teams when you try to assign a ticket to the team.

Can I create private teams?

When creating a team you will have the option to make the team private. This means that tickets assigned to the team will only be visible to members of that team or the account admins of the team.

This feature can be useful in cases where visibility for a specific category of tickets or agent activity is restricted to certain members of the organization for privacy reasons.

How do I add users to teams?

Once you have created teams, you can add users to those teams to handle tickets. Note that until a user is added, the team will not show as an option for assignment. Anyone with admin privileges can add users to teams. From the ticketing interface:

  1. Click on the 'Admin' link in the left hand menu on the main page
  2. Choose the 'Users' tab
  3. Click on 'Edit' for the user that has to be added to the team
  4. Select the team
  5. Click on 'Update user'

 

 

Once you update, the user will be made part of the team. The team tickets will be added to the 'My Teams' tab in their inbox menu, and they will receive notifications for any tickets received and assigned to the team.

Can a user be part of multiple teams?

Yes, a user can be a part of several or all teams.

Can I view tickets from a particular team?

Yes, you can view tickets from a particular team by applying the filter above the ticket listing. Here's a screenshot for reference:
 

 

 

How do I remove a user from a team?

Users can be removed from teams at any time by anyone with admin privileges. Here are the steps to remove a user from a team.From your ticketing interface:

  1. Click on the 'Admin' link in the top left corner of the main page
  2. Choose the 'Users' tab
  3. Click on 'Edit' for the user that has to be removed
  4. Uncheck the team from which he/she has to be removed
  5. Click on 'Update user'

Once you update, the user will be removed from the team.

How can I delete or edit a team?

Teams can be deleted by anyone with admin privileges. From your ticketing interface:

  1. Click on the 'Admin' link in the top left corner of the main page
  2. Choose the ‘Teams' tab
  3. Select either the 'Trash' icon or the 'Edit' icon

 

 

If you are deleting, you will be prompted to confirm. If you are editing, make the desired changes, and select 'Update'.