Managing teams
Teams decide who sees which cases. How to structure them and what to avoid.
On this page
A team is a visibility boundary. Cases belong to a team; people in that team can see them.
Structuring teams
Mirror how work is actually allocated, not the org chart. If complaints are worked by anyone in customer operations regardless of region, that is one team, even if the org chart shows four.
Two patterns work:
By case type. Complaints, claims, investigations. Right when people specialise.
By region or portfolio. North, South, or by client. Right when people generalise but the caseload is split.
Avoid combining both into a grid of small teams. Twelve teams of three means constant reassignment across boundaries and nobody able to cover anybody.
Creating one
- Settings → Teams → New team.
- Name it, add members, and nominate at least one Supervisor.
- Choose which case types default to this team.
Cases in more than one team
A case can be shared with a second team from the case menu. Use this for genuine collaboration — a complaint that needs a legal view — rather than as a way around a team structure that is wrong. If you are sharing constantly, the structure is the problem.
Cover and absence
Add someone to a team temporarily rather than reassigning cases one by one. Their access ends when you remove them, and the audit log records both.