Group your agents into teams

A shared inbox is a joy at five people. At fifteen (split across returns, sales and technical support), “everyone handles everything” quietly turns into nobody owning anything. As part of the Got Your Back release, we’re shining a light on Teams: the grouping a larger support operation needs, with the shared inbox still underneath it.

A team, and someone who runs it

Group users into named teams that mirror how your support is really organised: returns, technical, key accounts, or by language. Each team gets its own team manager, so responsibility sits with the person closest to the work rather than with one admin overseeing everyone.

The inboxes they work in, and only those

A team is given the inboxes it actually works in, and that same choice scopes what its members see and keeps their notifications to those inboxes: no more pinging the whole company about a conversation three people care about. You can assign a whole conversation to a team, so it lands with the right group instead of waiting for someone to claim it.

Onboarding that doesn’t route through one admin

Teams have their own invite flow, so adding a member doesn’t have to go through a single account admin. Quick replies can be scoped to a team too, so people see the saved answers that fit their work instead of everyone’s.

Where to find it

Teams live in settings, ready for the point where you’d rather group agents than list them. It’s part of the autumn Got Your Back release. Teams is available on Herodesk Pro. Read more on the Teams feature page.