Managing Teams

Short answer: go to Settings → Teams to create teams and manage their members. Teams connect to the shared inboxes you use to spread conversations across your organisation.

Step by step

1. Open Settings and choose Teams.
2. Create a team, for example First Line or Second Line.
3. Add the right members and manage them per team.

Good to know

Teams are the logic behind your team inboxes: a shared queue belongs to a team, and whoever is in that team sees and handles those conversations. A clear team structure (for example first and second line) makes passing conversations along far more logical.

Two things to watch. When you edit a team, the member list is fully replaced by your new selection, so add existing members back in too, or you'll lose them. And assigning a conversation to a team doesn't send a personal notification to the members; they pick it up by following the team inbox.

Also searched as

"create a team", "add members to a team", "set up first and second line", "who belongs to which team"

See also

• Inviting and managing users
• Team inboxes: what they are and how to use them