Working with teams
Hi Community,
My team mostly depends on the answer of the "experts" to reply to our clients. We now have these experts in a field and whenever the ticket is in their "ownership" we set it in a specific status which is what makes the ticket visible to them. This is not scalable as the list of experts keeps growing and also there are many mistakes being made due to the teams not changing status so that the other team sees it.
I'm looking into working with teams instead, and my questions are:
- If we assign the ticket to a team, does this disappear from the current team's view?
- Can a ticket be assigned to an individual AND a team at the same time? (especially having a ticket owner from a different team than the selected)
- If possible the above, when assigned to an individual - does it also come up in the assigned team's view?
- Can we set the status to a specific one when assigning to a team?
- Can we trigger different SLAs depending on the team assigned?
If there are any other ideas on how I could manage the structure of my team, I'd be so grateful!
Thank you,
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