Teams are basically a set of users specialized in following up trouble tickets, they can be assigned to all trouble tickets or tickets with specific categories, for example, Billing, Technical.
- You can assign a group email in case you have it set up on your organization, for example, [email protected]. also you can define a slack webhook URL to post to this channel trouble ticket updates.
Trouble Tickets can be manually assigned or automatically assigned, admin can assign tickets or tickets can be reassigned to another team member during the ticketing cycle.
The automatic assignment is based on the minimum load score, basically, who have the least tickets opened.