Organizing Your Support Structure

Organizing Your Support Structure

IO Teams are allowed the flexibility to define their support structure within their individual Departments.

Teams

Teams allow you to organize your agents into groups based on your business needs or support process. They are particularly useful when you need a specific set of agents to manage common activities. Both tickets and activities (i.e., tasks, events, and calls) can be assigned to teams. For example, each team can focus on certain types of tickets or be used to manage different tiers of support. This way you can maximize agent productivity and provide knowledgeable support to customers.

Here are some important pointers that you should know about teams:
  1. Only users with the 'Agents and Teams' permission in profile can add and manage teams.
  2. Teams are specific to a department, which means only agents who belong to a department can become members of its team.
  3. Each department can consist of up to 60 teams.
  4. Teams can contain agents, sub teams, agents under a role and agents under a role and their subordinates.
  5. It is not necessary that every agent must belong to a team.
  6. Agents can be members of more than one team both within and across departments.
  7. Tickets and activities can be automatically assigned to teams using help desk automation.
  8. Each team can consist of a maximum of 100 agents, 50 teams, 20 roles and 20 roles with subordinates.

Team Members

You can add teams with the following combinations:
  1. Agents: Only agents available in a department.
  2. Sub-teams: All agents belonging to a particular team can become members of the new team.
  3. Roles: All agents associated with the Roles can become members of the team.
  4. Roles & Subordinates: All agents associated with the roles and subordinate roles can become members of the team.

Why have Teams?

Teams can be beneficial in delivering knowledgeable support and managing the overall workflow of your support desk. Here are some reasons why you should add one:
  1. Teams are handy if you have a large support team. You can group agents into respective teams and assign tickets based on their skill or experience level.
  2. You can group agents by process verticals. You can group these agents to assign tickets to them contextually.
  3. Set up a tiered support structure based on ticket's priority or level of difficulty. A basic example could look like this: Team 1  consists of agents who get assigned with low priority tickets, Team 2 with high priority tickets and so on. This set up can also be useful if you support multiple products and have corresponding agents for each product.
  4. You can set up teams to manage service level agreements. One way to handle this is to add teams for each level of escalation you have in Zoho Desk. This ensures that difficult issues are prioritized and resolved much faster.
  5. Provide support based on customer timezones or even language. For example, you can add teams each for Dayshift, Mid-shift and Night Shift, that consists of agents working in those schedules. This is helpful to keep the team member conversation flowing just like you would if you were all in a room together. 
  6. Often, you may not know who exactly can help you, but you know which team handles that particular topic. In these cases, tag the concerned team in ticket comments or the Team Feed.
  7. View lists of teams' tickets in any Work Mode you choose, just as you can view lists of agents' tickets.

Sample Support Structure

Below is an example provided of how different support structures can be organized.
  1. As shown below, People Ops - ER for example has a Team organized under Benefits which can be broken down into the different Sub-Teams under Benefits and have tickets assigned to the specific People Ops team member that can address these inquiries.
  2. Meanwhile, Transformation for example has only one agent and therefore does not employ the usage of Teams.
  3. The same is true for Legal which only has one agent and does not have a Team.
  4. On the other hand, F&A has agents with multiple Teams that are assigned. Similarly, it also has an agent that crosses departments to be part of both F&A and Legal.

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