Teams

Updated
  • 1 minute(s) read
  • LB
  • SM
  • Nivil Thomas

In TeamTracks, a Team is a structured group that brings together users and Tracks under a common umbrella. Teams serve as an organizational tool to provide clarity on which users belong to a team and which Tracks they use. However, Teams only assist with organization; they do not control access or permissions. User roles and privileges are defined at the Track level.

  • Organizes Users & Tracks – Teams help in grouping members and the Tracks they work with, ensuring a structured workspace.

  • Provides a Clear Overview – By defining Teams, administrators can easily see who is in a team and which Tracks are associated with it.

Each business process can be represented as a specific type of work a team handles. Some examples include:

  • Sales Teams: Opportunities and prospects

  • Customer Support Teams: Knowledge base articles and problem tickets

  • Service Teams: Returns, RMAs, and service requests

  • HR Teams: Employee leave requests, expense claims

  • …and many more!

Teams

When you enter the Admin Interface, the first section you see is Teams. This is where you manage and configure different teams within your organization. The Global link provides a comprehensive list of all available Tracks, regardless of the teams they are associated with.

Creating a New Team

  • Click on Teams to view the list of all existing teams.

  • Click Create New to set up a new team.

  • Provide the following details and create (refer screenshot below):

  • Name – A name for the team.

  • Description – A brief explanation of the team's purpose.

  • Tracks – Select the Tracks that the team will use. Only tracks within a team can share data between them.

  • Agents – Add users who will be part of this team using the + icon.

    • An Agent can belong to multiple Teams. However, access to a Track is controlled by the Role(s) assigned to the user. The same Track can be shared across multiple Teams, but each Team may have different access privileges based on roles.

Managing Teams

Once created, teams can be edited or deleted as needed.

Note

Deleting a team does not remove the tracks associated with it. The tracks will remain available globally or under other teams they belong to.

and and off you go...limited only by your imagination.