Building teams in Zoho Desk

Creating teams

1. Selecting the department: An organization can have multiple departments and each of them can have support teams. For example, a service industry provider may have departments for repairs and maintenance, cleaning, and painting. Each department can be assigned its own customer support team. So, while creating a team, you must choose the appropriate department.
   
2. Providing a team name: The team name helps with easy identification. For example, you could name a team, "Repair & Maintenance Support."
   
3. Adding a suitable logo: A team logo or icon represents the team visually. Logos can be in the form of colored icons or custom images that will help others in the organization identify the team quickly. For example, the Privacy & Security team would be easy to identify with a red logo. Logos can help you identify a team during:

1. Creation of a ticket, when the ticket owner must be selected.
   
   

2. Manual ticket assignment.

3. While viewing tickets in the different Work Modes.
   
   

4. While assigning activities to a particular team.
   
   

5. While viewing associated tickets for Contacts and Accounts within Customers module. 
   

6. While tagging a team in a private comment on tickets. However, after a team is tagged, only the team name will appear.
   
   

7. While creating a custom view for tickets, team logo will appear while setting the visibility. 
   
   

8. Team logo will also be visible in Activities module when an activity associated to a ticket is assigned to a team.
   

1. Within Activities list views. It will be visible in both Classic View and Compact View.

4. Giving a team description: A brief description can help others in the organization identify the activities managed by a particular team.
   
5. Selecting the team sources: Since teams are department-specific, only agents who are part of a department can be added to a team. Various roles, sub-roles, and additional teams can also be added. If agents are removed or added to a role, their status with the team will be automatically updated.
   For example, the Sales team has two sub-teams: Customer Onboarding and the Presales teams. If users are transferred from one department to another or they leave the organization their current role will be updated in teams automatically. 

Points to remember

1. Teams are specific to a department, which means only agents who belong to a particular department can become members of its team.
   
2. A team can consists of a maximum of 100 agents who can be part of 50 sub-teams or 20 roles.
   
3. Each department can consist of 60 teams.
   
4. Teams can contain agents, sub teams, agents under a role and agents under a role and their subordinates.
   
5. It is not necessary to associate every agent to a team.
   
6. Agents can be members of more than one team both within and across departments.
   
7. If an organization downgrades from Professional or Enterprise plans:
   
1. New tickets and activities will not be assigned to teams.
   
2. Teams tab will not be displayed during auto-assignment.
   
3. Existing tickets that were assigned to a team will continue to display the respective team name. 
   

1. Go to Setup > User Management > Teams.
   
2. Click New Team.
   
3. In the Add New Team page, do the following:
   
1. In the Team Information section, specify the Team Name, provide a Logo and Description for the team.
   
2. Select the Team members to be added.
   You can select agents, roles, roles & subordinates, and different teams as members of the new team.
4. Click Save.
   
   

Enabling Team Assignment to auto-assign tickets and activities 

Note

1. If Team Assignment is not enabled, only the list of agents from the particular department will be displayed during ticket assignment, the Teams tab will not be displayed.
   
2. Team assignment is department specific. So once enabled it will apply to all the teams within a department.
   
3. Team Assignment is enabled by default for every department. If needed admins can turn it off.

Editing and Deleting teams

Once a team is created, you may need to update the team logo or name, add or remove agents from the list, or change the team description. Managers or Admins may consider deleting a team based on the organization's evolving needs. Before deleting a team, all open tickets and activities that are associated with the team should be re-assigned to other agents or teams.

To edit or delete teams

1. Go to Setup > User Management > Teams.  
   
2. Hover on a Team and click Edit or Delete.
   
3. If you choose to Edit, make the necessary changes and click Save.
   
4. If you choose to Delete, select the agents or teams under Open Tickets and Open Activities drop-down list.
   
   
   
   
5. Click Reassign and Delete.

Sending notifications to Teams   

When tickets or activities are assigned to a team, the team members can be sent notifications through email and SMS to ensure they are aware of the new assignments and can take it up as per their availability. The notifications will also be available in the Feeds.

Feed notifications

Email or SMS notifications

1. Go to Setup () > Customization > Notifications.
   
2. From Notifications on the left panel, click Notification Rules.
   
3. Under Team Notifications, toggle the necessary option. 
   
4. From Feeds Preference, toggle the criteria for Tickets and Tasks notifications.