Teams
Records Labs has two kinds of teams. They serve different jobs and are created in different places.
Organization teams group members for sharing and access. Create them under Settings → People → Teams.
Routing teams are who Help Desk work lands on. Create them under Settings → Service Levels.
Both are called "Team" in the product. When a screen offers Assign to → A team, it means a routing team.
Organization teams
An organization team is a named group of members. A member can be in several. Teams show up wherever you choose who can see something:
in the Share dialog on a chat or creation, and in Sharing & classification on a note;
in an agent's knowledge access rules;
in Knowledge → Access & policy, where audiences can be a team;
when inviting people to a project.
Create one
Go to Settings → People → Teams.
Choose New team, type a name, and choose Add.
Add people. The team opens empty so you can pick its members right away.
If you use SCIM, your directory's groups can create and update teams too.
Manage it
Rename a team with the pencil icon on its row.
Open a team (or choose Add people) to add or remove members. Removing someone from a team does not remove them from the organization.
To archive a team you no longer need, choose the × icon on its row. It happens right away. Archiving keeps the team's existing grants, and the team stops appearing in pickers.
Team changes are written to the audit log under Settings → Audit Log.
Routing teams
A routing team is where conversations and tickets go. Widget hand-offs, routing rules, the default team, and the fallback team all pick from this list. The only place a routing team is created is the Teams card on Settings → Service Levels.
A team with no members has nowhere to send a conversation. The conversation waits in the queue until someone claims it, so add members as soon as you create the team.
Create one
Go to Settings → Service Levels.
On the Teams card, choose Add team.
Enter a Team name and pick an Assignment strategy: Balanced gives new work to the available teammate with the least open work, Round robin rotates tickets through teammates in turn, and Manual leaves conversations in the team queue for someone to claim.
Choose Create team.
Add teammates under Members on the team so hand-offs reach a person. Only teammates with Help Desk inbox access are listed.
Manage it
Edit the name or strategy from the team's row.
Archive a team to pause it. Routing rules that send work to it pause too, and resume if you restore it.
Where routing teams are used
Widget hand-off. When a customer asks for a person in the website chat widget, the hand-off's Assign to setting in the widget's Availability step decides where it goes. Auto follows your Help Desk routing rules. A team sends it straight to the routing team you pick.
Ticket routing. In the Help Desk ticket settings, rules send tickets to a team, a Default team catches everything else, and Escalate to team when chain exhausts names a fallback.
Auto-assignment. "Auto-assign by team strategy" hands tickets out according to each team's strategy.
Business hours
There are two schedules to know about.
The organization's hours live under Knowledge → Business, in the Company details card under Locations & hours, with a time zone. Once you add a location, the primary location's hours are used. These are the defaults for chat widgets and the Help Desk. On Settings → Service Levels, Count only during business hours makes new tickets' due dates skip closed hours on this schedule.
Each routing team's hours are stored with the team. A routing team gets a time zone when it is created, taken from the browser of the person creating it, and a default schedule. They matter only when Only assign in team business hours is turned on in the Help Desk ticket settings; it is off by default. With it on, tickets are auto-assigned only while the team is inside its hours, instead of around the clock.