Create and Manage Teams

The Teams feature allows you to define groups of Help Scout Users that work together on conversations, allowing large teams to collaborate within smaller groups. Teams folders give quick views of each team's activity, and Teams has its own section in the Company report. This article will explain what a Team is and how you can work with them in Help Scout, along with how to create and manage your Teams.

The Teams feature is available on the Plus or Company plans.

In this article

Work With Teams

The Teams feature lets you define a group of Users as a single unit in Help Scout. You can then work with and report on that Team as its own unit. 

Some uses for Teams that we've seen in action, just to get you thinking about what it can do for you:

  • All are one: The whole organization works out of one single mailbox to allow for easy and visible cross-team collaboration, but each department — e.g. Support, Sales, and Marketing — has its own Team defined to allow each team to work separately. 
  • Tiered escalation: A technical support team that has multiple levels of tiered support can use Teams to allow each escalation level to have its own queue to work from, while keeping everything visible to all users. 
  • Special projects: A select group of Users are working together on a special project that needs to be segmented from the rest of your customer communication, like a specific outreach program or feedback project. 
  • Queue sorting: Define your Teams around specific kinds of conversations or about specific products — e.g. Product X2, Product Y3, and Product Z4 — and assign the conversations to the Team as a first triage action, moving the conversations from Unassigned to a specific topic folder view. 

Assign conversations to a team

Assign an Active or Pending conversation to a team to move it into that team's folder and out of the Unassigned folder. Assign conversations to teams from the usual places:

  • From the reply and note editor assignee dropdown
  • From the folder view when bulk selecting conversations

Work with team conversations

Users who belong to a team will see a dedicated team folder in the sidebar. Conversations assigned to a team will still show in the Assigned folder, as well as the team folder.

Team email notifications

Each member of a team has additional notification options specifically for team actions. Help Scout will notify team members of a new conversation assignment to the team, when the team is @mentioned in a conversation, or when a customer or user replies to a conversation assigned to the team. 

See Manage Help Scout Notifications for more on notifications.

Create a Team

1
Head to the team management page at Manage > Teams.

2
Click on the Create a Team button if you do not have any current teams. 


When you have created at least one team, you'll then see the option to click New Team

3
Give your team a name and select which mailboxes this team will have access to, and make them available for chat where available. Click Create Team when you've got things set.

4
To start adding new team members, click Add Team Member.

5
Click on a user tile to select it then click the Add Team Members button. 

Manage Team Settings

Change name, image and permissions

Head to Manage > Teams > [Your Team] > Settings. There you can change the name and image for the team, update mailbox or chat permissions, or delete the team.

Add or Remove Team Members

Add or remove users at Manage > Teams > [Your Team] > Team Members

To add another user to the team, click Add Team Member. You'll only see Users who are not already members of the team in this modal. Choose the User(s) to add then click Add Team Members.

To remove members from the team, hover over that user, then click Remove. You can add or remove users from a team at any time.

Report on Teams

Every metric that’s available for users is available for your teams. Head over to Reports > Company, choose the Teams tab, then select a team to report on.

Drill down on specific conversations, keep tabs on response times and replies, and take a look at happiness ratings per team. Create a view to get a more granular view of your team’s performance. See Use Views to Filter Reporting Data for even more information on views.

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