Assignment and teams
Giving a ticket an owner, routing it to a group, and what deleting a team does to its tickets.
A ticket can carry an individual assignee, a team, both, or neither. They are separate fields and neither implies the other.
Assigning a ticket to a person
Open the ticket. The assignee pill sits in the header card and reads Unassigned when nobody owns it. Press it to get a searchable list of workspace members, filtered by name or email as you type. Pick one to assign, or clear it to unassign.
Assigning notifies the new assignee. Unassigning does not notify anyone.
Every assignment change is written on the ticket's timeline, so you can see who handed the ticket to whom and when.
From the Inbox you can also select several tickets and unassign them in one action, and the per-row menu has Unassign on any ticket that has an assignee.
The two chips Mine and Unassigned filter the queue by assignment. Mine means tickets assigned to you.
Teams
A team is a named group of workspace members used for routing. Teams live at Settings, Teams.
Creating a team asks for a name, an optional description, a colour and the member list. Names are unique in the workspace. Editing the membership replaces the list wholesale, so the member list you save is the member list the team has.
Only current members of the workspace count. Someone removed from the workspace stops counting as a team member even if their row is still sitting in the team.
What a team is used for
Two things today.
Routing. A ticket can carry a team, and the queue can be filtered by it.
Breach notifications. When a ticket misses an SLA target, the assignee is notified. If the ticket has no assignee but does have a team, every current member of that team is notified instead. See SLA policies.
Setting a ticket's team is done through the API today, with
PATCH /v1/tickets/{ticket_id}, or by a bulk update across a selection. There
is no team picker on the ticket header.
Deleting a team
Deleting is admin only, and the confirmation tells you the cost before you commit: how many current members the team has, and how many live tickets are routed to it.
When the team goes, every live ticket routed to it is unrouted. Each one gets a timeline entry naming the team that went away and the admin who removed it, so a ticket that has lost its routing does not look a month later like one that was never routed. Solved and closed tickets are unrouted too, but they get no timeline entry.
Permissions
Creating and editing teams and their membership is a write-level action. Deleting a team, and reading the deletion preview, are admin only. The preview sits at the same level as the delete it describes, so nobody learns from it what the action itself would refuse to tell them.
See Members and roles.