Teams, Routing & Saved Views

Once more than two or three people work the Helpdesk, "who picks this up" stops answering itself. Teams give incoming tickets an owner automatically, respect the fact that people go to lunch, and stop one person absorbing the whole queue.

TIA Teams settings with red callout boxes around the Teams tab and New team action.

Plan: Teams, automatic assignment, and org-wide shared views require Scale. A Growth workspace keeps the full Helpdesk, manual assignment, and personal saved views.

Teams

Create teams at Settings → Teams. A team is a routing group, not a permission boundary — anyone in your organization can still see and work any ticket.

Field	What it does
Name	Unique within your workspace.
Strategy	`manual`, `balanced`, or `round_robin`. See below.
Max open tickets	Per-member cap on simultaneously-open tickets. Leave empty for no cap.
Default team	Where tickets go when their agent doesn't name a team.

Point an agent at a team from the agent's Helpdesk module settings (Routing team). Tickets that name no team fall to the default team.

Assignment strategies

manual — nothing is auto-assigned. Tickets arrive unowned and someone picks them up. This is the behaviour on Growth, and a perfectly good end state for a small team that triages together.

balanced — the next ticket goes to whoever has the fewest tickets currently open. Use this for support queues, where the goal is that nobody drowns.

round_robin — ignores current load entirely and simply takes turns. This sounds worse than balanced, and for support it is. It's the right choice for sales-style queues, where each conversation is an opportunity worth distributing fairly rather than work to be shared out.

The rules underneath

Both automatic strategies share the same guarantees, and they're worth knowing because they explain behaviour that otherwise looks arbitrary:

Only available members are eligible. Auto-assigning to someone who marked themselves away is worse than leaving a ticket unassigned, because an owned-looking ticket stops anyone else from picking it up.
Ties break on least-recently-assigned, then on user id. Without this, two members tied on load — the common case on a quiet queue — would be picked arbitrarily, and identical queue states could produce different owners run to run.
A never-assigned member sorts first. A new joiner enters the rotation immediately instead of waiting for everyone else to cycle through.
Max open tickets is a hard cap. When everyone is at capacity, the ticket queues unassigned and is pulled in as soon as someone closes something or comes back available. The cap is a smoothing mechanism, not a permanent backlog.
Routing happens before the ticket is written, so a ticket appears already owned rather than flickering through an unassigned state.

Availability

Each member sets their own availability per team, from the control in the Helpdesk queue. It's a durable setting, not presence detection — closing your laptop doesn't change it.

State	Receives auto-assignments	Means
`available`	Yes	Working the queue.
`away`	No	Out — lunch, end of shift, leave.
`busy`	No	At the desk but heads-down on something else.
`paused`	No	Temporarily out of rotation while finishing current tickets.

away, busy, and paused behave identically to the router. They're kept distinct because they mean different things to the human reading the roster, which is most of their value.

Someone on two teams has an independent position in each rotation. A busy Billing queue won't starve their turn in Technical.

Saved views

A saved view is a named set of Helpdesk filters — status, priority, agent, category, assignee. Build the filters you want in the queue, then save them.

Personal views are just bookmarks and are available on every plan.
Shared views are visible to the whole organization and require Scale.
Only the author can edit or delete a view, even a shared one.
Views are reorderable.
Unknown filters are ignored on load, so a view saved before a filter existed still opens instead of erroring.

Views worth creating on day one:

View	Filters
My open work	Assignee = me, status ≠ closed/cancelled
Unowned	Assignee = none, status = new
Urgent	Priority = urgent, status ≠ closed
Waiting on us	Status = `on_you`
Stalled	Status = `on_hold`

Best practices

Start with one team on manual. Add strategies when the queue is actually contended; auto-assignment on a two-person team just adds a step.
Set a capacity cap before you need one. It costs nothing while volume is low and prevents the pile-up when a bad day arrives.
Make availability part of the shift ritual. The router respects it exactly; nobody's tickets silently go to a laptop that's closed.
Share the triage views, not the personal ones. A shared "Unowned" view is a team contract. A shared "Jayesh's tickets" view is noise.

Troubleshooting

Symptom	What to check
Tickets arrive unassigned	Team strategy is `manual`; or no member is `available`; or everyone is at `maxOpenTickets`.
One person gets everything	`round_robin` ignores load — switch to `balanced` if the goal is even workload.
A ticket ignored its team	The agent's Helpdesk module names no routing team, so it fell to the default team.
Can't share a view	Shared views require Scale. Personal views work on any plan.
Can't edit a shared view	Only the author can edit or delete it.

Next steps

Helpdesk & Tickets — statuses, sources, and email replies.
Webhooks — fire on ticket.assigned to notify the new owner.
Organization & Settings — members, roles, and invitations.