Team

In Frappe Helpdesk, teams are groups of agents organized to handle support tickets based on specific criteria such as expertise, product type, or region. Teams help streamline ticket assignment and ensure that the right person or group handles each customer issue effectively.

Purpose of Teams

Specialization: Teams can be created for specific domains (e.g., technical support, billing, or account management), ensuring agents with the right expertise handle relevant tickets.
Scalability: As organizations grow, dividing agents into teams makes it easier to manage workloads and improve efficiency.
CollaborationTeams foster better communication and coordination among agents handling related issues or working on shared goals.

Team Roles and Responsibilities

Team Members:

Handle tickets assigned to their team.
Collaborate on resolving complex issues.
Share knowledge and resources to improve ticket resolution.

Team Leader/Manager:

Monitor the team's performance.
Assign tickets to individual agents or oversee auto-assignment rules.
Ensure Service Level Agreements (SLAs) are met.
Escalate unresolved issues to higher levels.