Team Roles

Team Roles allow Users to be treated differently within a Team by setting the assignment & notification preferences for each Team individually, instead of by a User’s settings.

Best Use Example

A team is made up of at least two levels of Users:

• Basic Members – Automatically assigned or manually collect tickets. Receives ticket notifications. Processes tickets assigned to them.Basic Members can be automatically assigned tickets and receive notifications when they are assigned a ticket, and when the Response or Resolve Target for that ticket is about to expire.
• Team Supervisor – Aren’t assigned tickets. Support Basic Members by assigning & reassigning tickets to ensure they’re dealt by the best available team members.Team Supervisors aren’t automatically assigned Tickets, and only receive a notification if they are assigned a ticket by a System Admin or by another Team Supervisor.

If each of your Teams operates slightly differently, you can create different Team Roles specific for each Team.

How to create new Team Roles

Go to: Settings > General > Permissions > Team Roles

To create a new Team Role

1. Click the green button on the top right.
2. Give the Team Role a new name.
3. Choose the Assignment Permissions.
4. Choose the Notification Preferences.
5. Save.

Users are assigned to a Team Role from the Edit Page of each Team.

Go to: Settings > General > Teams .

Click the blue “Edit” button to view the Edit Page

Click the input box for each Team Role to add Users to that Team Role for this Team.

• Team Roles have to be set for each Team from the Edit page for that Team.
• A User can be assigned a different Team Role for each Team they’re a member of.

All Users in a Team are assigned as Basic Members by default. If a Team Role is removed, any Users that were assigned to that Team Role in any team will be reassigned to the Basic Members Team Role.