Teams – Grouping Agents for Collaborative Support

The Teams feature in Hello allows you to group multiple agents under a team to promote collaborative ticket handling and better support structure across departments or functions.

📍How to Create a Team:

1. Navigate to the Manage section in the left-side menu bar.

2. Click on Teams.

3. Click on the Add Team button on the top right.

4. Select the agents you want to add.

5. Name your team appropriately (e.g., "Support Team", "Escalations").

6. Click Save.

🔧 Team Management

• You can add or remove agents from the team anytime as per your operational needs.

• If required, you can delete the entire team with a single click.

• Make sure to assign inbox-level permissions to the team from the Inbox Settings page, so they can access and handle tickets coming from the respective communication channels.

✅ Benefits

• Enables shared ticket responsibility within teams.

• Ensures visibility and accountability by grouping agents logically.

• Helps streamline support by assigning tickets to function-specific groups rather than individuals.