Team Management - Frappe Helpdesk

Teams group agents together for organized ticket routing, workload management, and collaboration on customer support.

Overview

Teams in Frappe Helpdesk enable:

Logical grouping of agents by specialty or function
Organized ticket routing and assignment
Team-specific workflows and rules
Performance tracking by team
Controlled access to tickets

Team Structure

Each team consists of:

Basic Information

Team Name: Unique identifier for the team
Members: Agents who belong to this team
Assignment Rule: Optional automated ticket routing
Ignore Restrictions: Permission to see all tickets

Team Capabilities

Ticket Routing

Tickets can be assigned to teams for automatic distribution

Assignment Rules

Auto-assign tickets to team members based on conditions

Access Control

Limit agents to seeing only their team’s tickets

Performance Tracking

Monitor team-level metrics and SLAs

Creating Teams

Navigate to Settings

Go to Settings > Teams

Create New Team

Click “New Team” button

Enter Team Name

Provide a unique, descriptive name (e.g., “Technical Support”, “Billing”)

Add Team Members

Select agents to include in this team

Configure Settings

Set permissions and assignment preferences

Save Team

Save to create the team

Team Members

Managing team membership:

Adding Members

Open Team

Navigate to the team settings

Add User

Click to add new team member

Select Agent

Choose from available agents

Save

Member is added to the team

Removing Members

Click remove icon next to member name
Member loses access to team tickets (if restrictions enabled)
Existing assignments remain unless manually changed

Multi-Team Membership

Agents can belong to multiple teams:

Agent: John Smith
Teams:
  - Technical Support
  - Customer Success
  - VIP Support

Multi-team membership allows agents to handle different types of requests and provides backup coverage.

Assignment Rules

Each team can have an assignment rule:

Creating Team Assignment Rule

Open Team

Navigate to team settings

Create Assignment Rule

Click to create or link an assignment rule

Configure Rule

Set conditions, routing method, and assignees

Enable

Activate the rule for automatic assignment

How Team Assignment Works

Ticket Assigned to Team

Ticket’s “Team” field is set to this team

Check Assignment Rule

If team has an active assignment rule

Evaluate Conditions

Verify ticket matches rule conditions

Assign to Member

Automatically assign to a team member

See the Assignment Rules page for detailed configuration options.

Ticket Restrictions

Enabling Team Restrictions

Control ticket visibility by team: Global Setting: Settings > HD Settings > Restrict tickets by agent group

Enabled: Agents only see tickets from their teams
Disabled: All agents see all tickets (default)

Exception: Ignore Restrictions

Teams can bypass restrictions: Team Setting: Ignore Restrictions checkbox

Checked: Team members see ALL tickets regardless of team
Unchecked: Team members see only their team tickets (if restrictions enabled)

Use “Ignore Restrictions” for supervisor teams or quality assurance roles that need to review all tickets.

Restriction Behavior

When restrictions are enabled:

Restricted View
Unrestricted View

Agent sees tickets where:

Ticket’s team is one of agent’s teams
Agent is assigned to the ticket
Ticket has no team (if configured)

Show Tickets Without Team

Global Setting: Settings > HD Settings > Do not restrict tickets without an agent group

Enabled: Unassigned tickets visible to all agents
Disabled: Only agents with unrestricted teams see unassigned tickets

Team-Based Workflows

Example Team Structure

Support Team Hierarchy:
  
  Tier 1 Support:
    Purpose: Initial triage and common issues
    Members: [Agent A, Agent B, Agent C, Agent D]
    Assignment: Round Robin on all new tickets
    Restrictions: Yes - only see Tier 1 tickets
    
  Tier 2 Technical:
    Purpose: Complex technical issues
    Members: [Senior Agent A, Senior Agent B]
    Assignment: Manual escalation from Tier 1
    Restrictions: Yes - only see technical tickets
    
  Billing Team:
    Purpose: Payments and subscriptions
    Members: [Billing Specialist A, Billing Specialist B]
    Assignment: Auto-assign billing ticket type
    Restrictions: Yes - only see billing tickets
    
  Supervisors:
    Purpose: Quality assurance and oversight
    Members: [Manager A, Manager B]
    Assignment: None (manual only)
    Restrictions: No - Ignore Restrictions enabled

Workflow Example: Escalation

Tier 1 Receives Ticket

New ticket auto-assigned to Tier 1 Support team

Agent Assesses Complexity

Tier 1 agent determines issue needs escalation

Change Team

Agent changes ticket team to “Tier 2 Technical”

Auto-Unassign

Tier 1 agent is removed (not in new team)

Auto-Assign

Tier 2 assignment rule assigns to available specialist

Specialist Resolves

Tier 2 agent handles complex technical issue

Team Performance Tracking

Monitor team-level metrics:

Key Metrics

Total Tickets: Volume assigned to team
Open Tickets: Current active workload
Average Response Time: Team responsiveness
Average Resolution Time: Team efficiency
SLA Compliance: Meeting deadlines
Customer Satisfaction: Feedback ratings

Comparison & Benchmarking

Team vs Team

Compare performance across teams

Team vs Target

Track against organizational goals

Trends Over Time

Monitor improvement or degradation

Individual vs Team

See agent performance in context

Saved Replies by Team

Teams can have dedicated saved reply templates:

Create team-scoped saved replies
Only team members can access
Share best practices within team
Maintain consistency in team responses

See Saved Replies for more on creating team-specific templates.

Common Team Configurations

By Function

Functional Teams:
  - Technical Support
  - Billing & Accounts
  - Sales Support
  - Customer Success

By Product

Product Teams:
  - Mobile App Support
  - Web Platform Support
  - API Support
  - Integration Support

By Region

Regional Teams:
  - Americas Support (EST/PST)
  - EMEA Support (GMT/CET)
  - APAC Support (IST/JST)

By Tier

Tiered Support:
  - Tier 1 (First Response)
  - Tier 2 (Advanced Support)
  - Tier 3 (Engineering)
  - VIP Support (Premium Customers)

Team Collaboration

Internal Communication

Use ticket comments to discuss within team
@mention team members for input
Share context without customer visibility

Handoffs Between Teams

Document Progress

Add internal comment with details

Change Team Assignment

Update ticket team field

Auto-Reassign

New team’s assignment rule assigns to member

Context Available

New assignee reads comments and history

Document solutions in team comments
Create knowledge base articles from resolutions
Share complex resolutions in team meetings
Maintain team runbooks for common scenarios

Best Practices

Keep teams focused

Create teams around clear specialties or functions. Avoid overly broad teams that handle everything.

Balance team size

Teams of 5-10 agents are manageable. Very large teams may need subdivision.

Use descriptive names

Team names should clearly indicate their purpose: “Billing Support” not “Team B”.

Enable restrictions carefully

Ticket restrictions improve focus but can create silos. Use for specialized teams.

Cross-train where possible

Have agents in multiple teams for coverage and knowledge sharing.

Review team performance

Regularly assess team metrics and rebalance workload as needed.

Document team processes

Maintain team-specific workflows and escalation paths.

Troubleshooting Teams

Agent can't see team tickets

Verify agent is a team member
Check if ticket restrictions are enabled
Ensure team has tickets assigned to it
Confirm agent has Agent role

Assignment rule not working

Verify assignment rule is enabled
Check rule conditions match tickets
Ensure team is linked to assignment rule
Confirm agents are in assignee list

Team member removed but still sees tickets

They may be assigned to the ticket
They may be in another team with access
Restrictions may be disabled globally
Their team may have “Ignore Restrictions”

Tickets not routing to team

Check ticket’s team field is set
Verify SLA or automation isn’t overriding
Ensure team exists and is spelled correctly

API Access

Manage teams programmatically:

# Create a team
team = frappe.get_doc({
    "doctype": "HD Team",
    "team_name": "Technical Support",
    "users": [
        {"user": "[email protected]"},
        {"user": "[email protected]"},
        {"user": "[email protected]"}
    ],
    "ignore_restrictions": 0
})
team.insert()

# Add member to existing team
team = frappe.get_doc("HD Team", "Technical Support")
team.append("users", {
    "user": "[email protected]"
})
team.save()

# Get team members
members = frappe.get_all(
    "HD Team Member",
    filters={"parent": "Technical Support"},
    fields=["user"]
)

Team membership changes take effect immediately for ticket visibility and assignment rules.

Get Started

Core Features

Guides

Configuration

​Overview

​Team Structure

​Basic Information

​Team Capabilities

Ticket Routing

Assignment Rules

Access Control

Performance Tracking

​Creating Teams

​Team Members

​Adding Members

​Removing Members

​Multi-Team Membership

​Assignment Rules

​Creating Team Assignment Rule

​How Team Assignment Works

​Ticket Restrictions

​Enabling Team Restrictions

​Exception: Ignore Restrictions

​Restriction Behavior

​Show Tickets Without Team

​Team-Based Workflows

​Example Team Structure

​Workflow Example: Escalation

​Team Performance Tracking

​Key Metrics

​Comparison & Benchmarking

Team vs Team

Team vs Target

Trends Over Time

Individual vs Team

​Saved Replies by Team

​Common Team Configurations

​By Function

​By Product

​By Region

​By Tier

​Team Collaboration

​Internal Communication

​Handoffs Between Teams

​Knowledge Sharing

​Best Practices

​Troubleshooting Teams

​API Access

Build docs developers (and LLMs) love

Overview

Team Structure

Basic Information

Team Capabilities

Creating Teams

Team Members

Adding Members

Removing Members

Multi-Team Membership

Assignment Rules

Creating Team Assignment Rule

How Team Assignment Works

Ticket Restrictions

Enabling Team Restrictions

Exception: Ignore Restrictions

Restriction Behavior

Show Tickets Without Team

Team-Based Workflows

Example Team Structure

Workflow Example: Escalation

Team Performance Tracking

Key Metrics

Comparison & Benchmarking

Saved Replies by Team

Common Team Configurations

By Function

By Product

By Region

By Tier

Team Collaboration

Internal Communication

Handoffs Between Teams

Knowledge Sharing

Best Practices

Troubleshooting Teams

API Access