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.
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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