Teams

A Team in Frappe Helpdesk is a group of agents responsible for handling a specific set of support tickets. Teams help organize your support operations by routing tickets to the right people based on their expertise, department, or responsibilities.

Instead of assigning every ticket directly to an individual agent, tickets can first be assigned to a team, allowing team members to collaborate and ensure customer requests are resolved efficiently.

Why Use Teams?

As your support organization grows, assigning every ticket manually becomes difficult. Teams help distribute work efficiently while ensuring tickets are handled by agents with the right expertise.

Teams can be organized based on departments, products, regions, or support levels, depending on how your organization operates.

What Teams Can Do

Teams help simplify support management by enabling you to:

• Group agents working on similar types of support requests.
• Automatically assign tickets to the appropriate team.
• Allow multiple agents to collaborate on customer issues.
• Balance workloads across team members.
• Monitor team performance using support metrics.

Ticket Assignment

Tickets can be assigned to teams either automatically or manually.

Automatic assignment can be configured using routing rules such as:

• Ticket Type
• Email Account
• Priority
• Custom Fields
• Server Scripts

Once a ticket is assigned to a team, members of that team can begin investigating and resolving the issue.

Collaboration Within a Team

Support often requires multiple people working together. Teams allow agents to collaborate without losing context.

Team members can:

• Review ticket history.
• Add internal comments.
• Reply to customers.
• Reassign tickets to other agents.
• Escalate issues when required.

Since all conversations and updates remain attached to the ticket, everyone involved has complete visibility into its progress.

Workload Distribution

Assigning tickets to teams helps distribute work more evenly across your support staff.

Rather than relying on a single agent, teams allow incoming requests to be shared among available members, reducing bottlenecks and improving response times.

Performance Monitoring

Using teams also makes it easier to evaluate support performance.

Organizations can monitor metrics such as:

• First response time
• Resolution time
• Customer satisfaction
• Number of tickets handled
• Overall team workload

These insights help identify opportunities for process improvements and resource planning.

Common Team Structures

Teams can be organized in different ways depending on your support model.

Department-Based Teams

• Technical Support
• Billing
• Sales
• Customer Success

Product-Based Teams

• ERPNext
• HRMS
• Payments
• Mobile App Support

Regional Teams

• North America
• Europe
• Asia-Pacific

Tiered Support

• Level 1 (General Support)
• Level 2 (Technical Specialists)
• Level 3 (Engineering)

Typical Workflow

1. A customer creates a ticket.
2. Helpdesk routes the ticket to the appropriate team.
3. An available team member investigates the issue.
4. The team collaborates when additional expertise is needed.
5. The issue is resolved and communicated to the customer.
6. The ticket is closed after confirmation or feedback.

Best Practices

• Create teams based on clear responsibilities rather than individual agents.
• Use automatic ticket routing whenever possible.
• Review team workload regularly to prevent bottlenecks.
• Assign agents to teams that match their expertise.
• Use internal comments to improve collaboration between team members.
• Track team performance using response and resolution metrics.