Team Overview - Zoho Desk Knowledgebase

Teams Overview

Teams allow you to organize your agents into groups based on your business needs or support process. They are particularly useful when you need a specific set of agents to manage common activities. Both tickets and activities (i.e., tasks, events, and calls) can be assigned to teams. For example, each team can focus on certain types of tickets or be used to manage different tiers of support. This way you can maximize agent productivity and provide knowledgeable support to customers.

Here are some important pointers that you should know about teams:
  • Teams are available only on Professional and Enterprise.
  • Only users with the 'Agents and Teams' permission in profile can add and manage teams.
  • Teams are specific to a department, which means only agents who belong to a department can become members of its team.
  • Each department can consist of 60 teams.
  • Teams can contain agents, sub teams, agents under a role and agents under a role and their subordinates.
  • It is not necessary that every agent must belong to a team.
  • Agents can be members of more than one team both within and across departments.
  • Tickets and activities can be automatically assigned to teams using help desk automation.
  • Each team can consist of a maximum of 100 agents, 50 teams, 20 roles and 20 roles with subordinates.

Team Members
You can add teams with the following combinations:
  • Agents: Only agents available in a department.
  • Sub-teams: All agents belonging to a particular team can become members of the new team.
  • Roles: All agents associated with the Roles can become members of the team.
  • Roles & Subordinates: All agents associated with the roles and subordinate roles can become members of the team.

Why add a team?
Teams can be beneficial in delivering knowledgeable support and managing the overall workflow of your support desk. Here are some reasons why you should add one:
  • Teams are handy if you have a large support team. For example, part-time agents, customer advisors, field service representatives, supervisors and the like. You can group agents into respective teams and assign tickets based on their skill or experience level.
  • You can group agents by process verticals. For example, an e-commerce store will have agents to handle activities like returns and exchanges, online sales, social media support, vendor management, etc. You can group these agents to assign tickets to them contextually.
  • Set up a tiered support structure based on ticket's priority or level of difficulty. A basic example could look like this: Team 1  consists of agents who get assigned with low priority tickets, Team 2  with high priority tickets and so on. This set up can also be useful if you support multiple products and have corresponding agents for each product.
  • You can set up teams to manage service level agreements. One way to handle this is to add teams for each level of escalation you have in Zoho Desk. This ensures that difficult issues are prioritized and resolved much faster.
  • Provide support based on customer timezones or language. For example, you can add teams each for APAC, LATAM, EMEA, etc., that consists of agents working in those time zones. This is helpful to keep the customer conversation flowing just like you would if you were all in a room together. 
  • Often, you may not know who exactly can help you, but you know which team handles that particular topic. In these cases, tag the concerned team in ticket comments or the Team Feed.
  • View lists of teams' tickets in any Work Mode you choose, just as you can view lists of agents' tickets.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                        Still can't find what you're looking for?

                        Write to us:



                              Zoho Marketing Automation

                                Zoho Sheet Resources


                                    Zoho Forms Resources

                                      Secure your business
                                      communication with Zoho Mail

                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times

                                        Carry your calendar with you
                                        Anytime, anywhere

                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now

                                                    Zoho SalesIQ Resources

                                                        Zoho TeamInbox Resources

                                                                Zoho DataPrep Resources

                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW

                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now

                                                                                          • Related Articles

                                                                                          • Adding and Managing Teams

                                                                                            Teams help you maximize agent productivity and provide knowledgeable support to customers. You can add up to 60 teams in each of your departments. Note: Only users with the "Agents and Teams" permission in profile can add and manage teams. Enabling ...
                                                                                          • Using Teams in Help Desk Automations

                                                                                            You can include teams in help desk automations like Workflows, Assignment Rules (both direct and round robin), Time-based rules, etc. This way you can send notifications, auto-assign tickets, and send escalation emails to teams. Let us look into how ...
                                                                                          • Adding users as light agents

                                                                                            One of the default profile, Light Agent can be assigned to users outside of your customer support team without having to pay for additional seats. Light Agents will have restricted permissions in your Zoho Desk. They cannot edit the fields in the ...
                                                                                          • Assign Tickets Manually in Zoho Desk

                                                                                            A new ticket received in your Zoho Desk will stay unassigned. The support manager can assign them to you or your team. You could also pick them up by yourselves. Tickets can be assigned from the List View or the Detail View.  To assign a ticket from ...
                                                                                          • Ticket Assignment for Zoho Desk

                                                                                            Assigning tickets to the correct agent results in a faster response from the right person. To accomplish this, you need to know which agents are available, so you can assign tickets to agents who can provide the right response immediately. You also ...
                                                                                          Wherever you are is as good as
                                                                                          your workplace



                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                              Zoho Show Resources