hi,

How does Teams work? Is it different to Departments?

Could we set it as following:

Department = Support

Department = Billing

Team = Level 1

Team = Level 2

User = User 1 : Level 1 : Support

User = User 2 : Level 2 : Support

User = User 3 : Level 1 : Billing

User = User 4 : Level 1 : Billing

Now, if I get a Ticket Request in Support Department, and if I assign it to LEVEL 1 does it mean User 3 and User 4 will have access to this ticket?

what is the purpose of this? How would this be useful?

2 months later

Think of teams as temporary grouping of staff members across departments to handle specific issue or help topic. Away to assign a ticket to multiple people at the same time. Team members will get access to all assigned ticket regardless of ticket's department.

Write a Reply...