With the introduction of the Default team, Team assignment is enhanced to allow agents to only receive tickets that are assigned to their teams. Agents can now focus on handling tickets that are relevant to each team’s function, because tickets that aren’t assigned to any team are automatically assigned to the Default team. For details, refer to the following table:

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https://s3-us-west-2.amazonaws.com/secure.notion-static.com/9a625de9-52cd-4f72-827b-90055cadbf9e/team_assignment_notion.png

<aside> 💡 Note: To learn more about ticket assignment and the Default team, refer to the user guide for Team assignment.

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https://notion-ga.ohwhos.now.sh/collect?tid=UA-180394617-1&host=sendbirddesk&page=/release-notes/introducing-default-team