Teams enable collaboration among different individuals within the system. Currently, teams are utilized in both the Automations and Tickets modules (when enabled).

Tickets

Within the Tickets module, teams play a central role in facilitating collaboration and effective issue resolution. A team can be considered as a specific department within the organization, such as "customer service," "technical support," or "management." By assigning teams to specific ticket categories, it determines which group of people is responsible for handling particular types of tickets. For instance, a "customer service" team may be responsible for addressing customer inquiries, while the "technical support" team focuses on resolving technical issues.

The use of teams within tickets allows users to collaborate effectively on problem-solving. When a ticket is created, it can be assigned to the most appropriate team based on the nature of the issue.

➡️ Team members can then work together on the ticket, making communication and task distribution more efficient.
➡️ Users can be members of multiple teams, providing them with flexibility in contributing to different projects and subjects.

Automations

In the Automations module, teams play another significant role, namely as approvers. When setting up a form, there's an option to have the form not executed immediately but instead submitted for approval to a specific team. This is particularly useful for complex processes that require multiple levels of approval before an action is taken. The team responsible for approval may vary based on the type of form and the required authorization.

Difference with a group

While the distinction between a team and a group might not be immediately apparent, understanding their respective functions within the system is crucial. A group is primarily intended for assigning rights and filters, such as for managers and administrators, granting them specific privileges and access to data. On the other hand, the purpose of a team is focused on collaboration and addressing shared tasks. Team members effectively work together within their assigned department, such as "customer service" or "technical support," to resolve issues and achieve goals. By using teams in both tickets and automations, a streamlined and efficient work environment is created, emphasizing the power of collaboration.