Tickets can be assigned to an agent or a team. When tickets are assigned to a team, an available live agent in the team receives tickets based on auto ticket routing. When tickets aren't assigned to any team, they are automatically assigned to the Default team.

This user guide explains how tickets can be assigned to a team.

<aside> 💡 Note: Bots, which are referred to as virtual agents, aren’t subject to the auto ticket routing function.

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This page covers the following information:

Preconditions for receiving tickets

Before assigning tickets to a specific team, make sure agents are added to the team by following the steps below:

  1. Go to Settings > Teams.
  2. Create a team or select a team.
  3. Search for agents to add. To receive tickets, live agents must be activated and Auto routing must be turned on.
  4. Click Save.

<aside> 💡 Note: Tickets without a team assigned automatically fall under the Default team.

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What is the Default team?

By default, all desk accounts have the Default team, which is created without a team key to receive all tickets that aren't assigned to any team. When live agents who are not admins are activated in Desk for the first time, they are automatically added to the Default team. The Default team can’t be deleted.

Ways a team can receive tickets