# Teams & Distribution

### **Teams**

Teams define how tickets are grouped and routed.\
Each workspace can contain multiple teams (e.g., *Support*, *Billing*, *Sales*), each linked to different communication channels or Agents.

Administrators can:

* Create new teams.
* Assign members from the workspace.
* Define permissions (viewer, responder, admin).
* Manage team capacity and metrics.

***

### **Round Robin**

Tickets are distributed automatically through the **Round Robin** system, which uses weighted percentages to balance workload between attendants.

| Member | Weight | Expected Distribution            |
| ------ | ------ | -------------------------------- |
| Alice  | 50%    | Receives half of all new tickets |
| Bob    | 25%    | Receives one quarter             |
| Carol  | 25%    | Receives one quarter             |

> This method guarantees fairness, continuity, and optimized team utilization.\
> Distribution pauses automatically if a member is marked as *Unavailable*.

***

### **Status & Responsibility**

Every ticket must have one **Responsible Attendant**.\
Responsibility can be manually reassigned through the right-hand ticket panel.

When reassigned:

* Ownership is updated instantly.
* The user’s experience remains uninterrupted.
* All previous messages remain visible in history.

This feature supports escalation workflows, shift transitions, and tiered support models.


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