Create and manage teams

Teams group members who share a request queue, such as Support, Billing, or Customer Success. Every request belongs to exactly one team.

You need the Owner or Admin role to manage teams.

Create a team

1. Go to Settings → Teams.

2. Select Create team.

3. Fill in the details:

• Team name: required, up to 100 characters

• Description: optional context for the team, up to 1,000 characters

• Team lead: the member responsible for the team

• Members: search for and add workspace members

• Product areas: labels for what the team covers, such as "Payments" or "Mobile app". Type a label and press Enter. Up to 20, each up to 100 characters.

1. Save the team.

Edit a team

1. Go to Settings → Teams.

2. Select the team and choose Edit team.

3. Update the details and save.

Archive a team

Archive a team you no longer use.

1. Reassign all of the team's members to other teams. You'll see Reassign all team members before archiving this team. until you do.

2. Open the team and choose archive.

3. Confirm in Archiving this team?

Archived teams can't receive new email requests. Move any open requests to another team before archiving.

Your default intake team

The first team created when your workspace is set up becomes your default intake team. Every request customers submit through your public request form goes to this team.

• The default intake team can't be archived.

• To hand a form request to another team, change the request's Team property.

How teams affect your work

• The Requests list shows requests for your active team.

• Email support sends new email requests to its intake team.

• New members must be given access to at least one team.

Tips

• Start with one team, and add more when different people handle different kinds of requests.

• Use product areas so members know what each team covers.

• Keep team leads up to date when people change roles.