Support Teams

Support teams organize your support staff into functional groups for efficient ticket assignment, workload management, and specialization. This guide covers team configuration and management.

Overview

Support teams enable you to:

Organize support staff
Assign tickets by expertise
Balance workloads
Track team performance
Manage escalations
Set team schedules

Accessing Teams

Navigate to Settings → Support → Teams to manage support teams.

Understanding Teams

Team Structure

Component	Description
Team	Group of agents
Lead	Team supervisor
Members	Support agents
Skills	Expertise areas
Queue	Ticket pool

Team Types

Type	Purpose
General	First-line support
Technical	Technical issues
Billing	Payment issues
VIP	Premium customers
Escalation	Complex cases

Member Roles

Role	Permissions
Team Lead	Full team control
Senior Agent	Mentor, escalate
Agent	Handle tickets
Observer	View only

How-To Guides

How to Create Teams

Creating New Team

Go to Settings → Support → Teams
Click New Team
Configure:
- Team name
- Description
- Team lead
- Members
Set skills and categories
Save team

Team Configuration

Team: Technical Support

Name: Technical Support
Description: Handles technical issues and troubleshooting
Lead: Sarah Johnson

Members:
├─ John Smith (Senior Agent)
├─ Emily Brown (Agent)
├─ Mike Wilson (Agent)
└─ Lisa Davis (Agent)

Skills:
├─ Software Issues
├─ Hardware Problems
├─ Integration Support
└─ API Troubleshooting

Categories:
├─ Bug Reports
├─ Feature Issues
└─ Configuration Help

How to Assign Team Members

Adding Members

Open team settings
Go to Members tab
Click Add Member
Select users
Assign roles
Set capacity

Member Settings

Setting	Description
Role	Team role
Capacity	Max tickets
Skills	Expertise
Schedule	Work hours
Status	Availability

Capacity Planning

Team Capacity: Technical Support

Agent          | Role      | Capacity | Current | Available
───────────────────────────────────────────────────────────
Sarah Johnson  | Lead      | 10       | 8       | 2
John Smith     | Senior    | 15       | 12      | 3
Emily Brown    | Agent     | 12       | 10      | 2
Mike Wilson    | Agent     | 12       | 11      | 1
Lisa Davis     | Agent     | 12       | 9       | 3

Total Capacity: 61
Current Load: 50
Available: 11
Utilization: 82%

How to Configure Skills

Skill Management

Go to Settings → Support → Skills
Create skills:
- Skill name
- Category
- Required training
Assign to agents
Set proficiency levels

Skills Matrix

Skills Matrix: Support Team

Skill                | John | Emily | Mike | Lisa
─────────────────────────────────────────────────
Software Troubleshoot| ★★★★ | ★★★  | ★★★  | ★★
Hardware Support     | ★★★  | ★★   | ★★★★ | ★★★
API Integration      | ★★★★ | ★★★★ | ★★   | ★★
Database Issues      | ★★★  | ★★★  | ★★   | ★★★★
Mobile Apps          | ★★   | ★★★★ | ★★★  | ★★★

★ = Basic, ★★ = Intermediate, ★★★ = Advanced, ★★★★ = Expert

Skill-Based Routing

Skill	Route To
API Issues	John, Emily
Mobile	Emily, Mike
Database	Lisa, John
Hardware	Mike, Lisa

How to Set Team Schedules

Schedule Configuration

Go to team settings
Open Schedule tab
Define working hours
Set time zones
Add exceptions

Team Schedule

Team Schedule: Technical Support

Business Hours:
├─ Monday-Friday: 8:00 AM - 8:00 PM EST
├─ Saturday: 9:00 AM - 5:00 PM EST
└─ Sunday: 10:00 AM - 4:00 PM EST

Coverage:
├─ Morning (8-12): John, Emily
├─ Afternoon (12-5): Mike, Lisa
├─ Evening (5-8): John, Mike
└─ Weekend: Rotating

Holidays:
├─ Follow company calendar
└─ Reduced coverage

Shift Management

Shift	Hours	Agents
Morning	8 AM - 12 PM	2
Afternoon	12 PM - 5 PM	2
Evening	5 PM - 8 PM	2
Night	On-call	1

How to Configure Ticket Assignment

Assignment Rules

Go to Settings → Support → Assignment
Configure rules:
- Round robin
- Load balancing
- Skill matching
Set priorities
Define fallbacks

Assignment Methods

Method	Description
Round Robin	Rotate evenly
Load Balance	Based on capacity
Skill Match	Best skill fit
Manual	Lead assigns

Assignment Configuration

Assignment Rules: Technical Support

Primary Method: Skill-Based with Load Balancing

Rules:
1. Match ticket category to agent skills
2. Check agent availability
3. Verify capacity (< 80%)
4. Round robin among qualified

Fallback:
├─ If no match: Team Lead
├─ If overloaded: Queue
└─ If after hours: On-call

Auto-Assign: Enabled
Max Wait: 5 minutes

How to Manage Escalations

Escalation Paths

Go to Settings → Support → Escalations
Define escalation triggers
Set escalation targets
Configure notifications

Escalation Configuration

Escalation Matrix

Level 1 → Level 2:
├─ Trigger: Unresolved > 4 hours
├─ Or: Customer requests
├─ Target: Senior Agent
└─ Notify: Team Lead

Level 2 → Level 3:
├─ Trigger: Unresolved > 8 hours
├─ Or: Technical complexity
├─ Target: Team Lead
└─ Notify: Support Manager

Level 3 → Management:
├─ Trigger: Unresolved > 24 hours
├─ Or: VIP customer
├─ Target: Support Manager
└─ Notify: Director

Escalation Triggers

Trigger	Level
Time-based	Auto-escalate
Customer Request	Immediate
Complexity	Manual
VIP Status	Priority

How to Track Team Performance

Performance Metrics

Team Performance: Technical Support
Period: January 2026

Volume:
├─ Tickets Received: 847
├─ Tickets Resolved: 812
├─ Backlog: 35
└─ Resolution Rate: 95.9%

Response Times:
├─ First Response: 23 min (avg)
├─ Resolution Time: 4.2 hours (avg)
├─ SLA Compliance: 94.2%
└─ Escalation Rate: 8.3%

Quality:
├─ CSAT Score: 4.6/5.0
├─ First Contact Resolution: 72%
├─ Reopen Rate: 3.2%
└─ NPS: +45

Agent Leaderboard

Agent	Resolved	CSAT	FCR
John	245	4.8	78%
Emily	198	4.7	74%
Mike	187	4.5	68%
Lisa	182	4.6	71%

How to Set Up On-Call Rotation

On-Call Configuration

Go to team settings
Open On-Call tab
Create rotation schedule
Set notification rules
Define escalation

Rotation Schedule

On-Call Rotation: Technical Support

Schedule: Weekly rotation
Start: Monday 8:00 PM
End: Monday 8:00 AM (next week)

Rotation Order:
Week 1: John Smith
Week 2: Emily Brown
Week 3: Mike Wilson
Week 4: Lisa Davis

Compensation:
├─ On-call allowance: Applied
├─ Incident bonus: Per case
└─ Time off: Compensatory

Advanced Features

Multi-Team Coordination

Cross-team collaboration:

Shared queues
Ticket transfers
Joint ownership
Communication channels

Workload Automation

Intelligent distribution:

Predictive staffing
Auto-rebalancing
Skill gap analysis
Capacity forecasting

Team Analytics

Deep insights:

Performance trends
Bottleneck detection
Resource optimization
Training needs

Quality Assurance

Maintain standards:

Ticket reviews
Coaching sessions
Quality scores
Improvement plans

Best Practices

Team Organization

Clear responsibilities
Appropriate sizing
Skill diversity
Coverage planning

Member Management

Regular training
Fair workload
Clear expectations
Growth opportunities

Performance Tracking

Regular reviews
Actionable metrics
Recognition program
Continuous improvement

Communication

Daily standups
Knowledge sharing
Escalation protocols
Feedback loops

Configuration

Team Settings

Navigate to Settings → Support → Teams:

Teams - Team list
Members - Agent assignments
Skills - Skill definitions
Schedules - Work hours

Assignment Settings

Rules - Assignment logic
Load Balancing - Capacity rules
Escalations - Escalation paths
Notifications - Alert settings

Performance Settings

Metrics - KPI definitions
Reports - Scheduled reports
Goals - Team targets
Reviews - Review cycles

Troubleshooting

Common Issues

Tickets not assigning

Check team availability
Verify skills configured
Review assignment rules
Check capacity limits

Unbalanced workload

Review load balancing
Check capacity settings
Verify skill matching
Adjust rotation rules

Escalations not working

Verify escalation rules
Check notification settings
Review target availability
Test escalation path

Performance metrics missing

Check data collection
Verify metric definitions
Review time period
Rebuild reports

Support Teams ​

Overview ​

Accessing Teams ​

Understanding Teams ​

Team Structure ​

Team Types ​

Member Roles ​

How-To Guides ​

How to Create Teams ​

Creating New Team ​

Team Configuration ​

How to Assign Team Members ​

Adding Members ​

Member Settings ​

Capacity Planning ​

How to Configure Skills ​

Skill Management ​

Skills Matrix ​

Skill-Based Routing ​

How to Set Team Schedules ​

Schedule Configuration ​

Team Schedule ​

Shift Management ​

How to Configure Ticket Assignment ​

Assignment Rules ​

Assignment Methods ​

Assignment Configuration ​

How to Manage Escalations ​

Escalation Paths ​

Escalation Configuration ​

Escalation Triggers ​

How to Track Team Performance ​

Performance Metrics ​

Agent Leaderboard ​

How to Set Up On-Call Rotation ​

On-Call Configuration ​

Rotation Schedule ​

Advanced Features ​

Multi-Team Coordination ​

Workload Automation ​

Team Analytics ​

Quality Assurance ​

Best Practices ​

Team Organization ​

Member Management ​

Performance Tracking ​

Communication ​

Configuration ​

Team Settings ​

Assignment Settings ​

Performance Settings ​

Troubleshooting ​

Common Issues ​