<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}</style><p>Teams and their use</p><p><br></p><p>Related Articles:</p><ul><li>Ticket Templates</li><li>Assigning tickets on receipt</li><li>Column profiles and view customisation</li></ul>
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</style><p><span class="fr-video fr-fvc fr-dvb fr-draggable haloitsmvideo" contenteditable="false" draggable="true" style="display:none;"><iframe width="640" height="360" src="https://www.youtube.com/embed/zqIZyn7hkww?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;"> </span></iframe></span></p><p><span class="fr-video fr-fvc fr-dvb fr-draggable haloservicedeskvideo" contenteditable="false" draggable="true" style="display:none;"><iframe width="640" height="360" src="https://www.youtube.com/embed/onQ3TzyywTA?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;"> </span></iframe></span></p><p><span class="fr-video fr-fvc fr-dvb fr-draggable halopsavideo" contenteditable="false" draggable="true" style="display:none;"><iframe width="640" height="360" src="https://www.youtube.com/embed/h5oO2IfD_gg?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;"> </span></iframe></span></p><p><strong>Teams and their use</strong></p><p><br></p><p>Halo Teams; a way to introduce a division of labour or divide up the specialised knowledge to speed up the solutions to your customers or internal problems.</p><p><br></p><p>Out of the box you're provided with some default teams, these are not necessary and can be amended or removed as you require.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiOTU3MzU3LTIxZWEtNGRkMy04OWJkLTFkM2IzNTU2OWQzMyJ9.xmP60T-BtTjxAe8tgrYb-ux-6BFrEiT9dlwUx5MPUPg" class="fr-fic fr-dii" width="753" height="252"><br></p><p><br></p><p>Clicking "New" takes you to the creation screen, here fill in the team name, department (which are defined in the organisation settings) and the ticket use.</p><p><br></p><p>Treeview Sequence, as in all mentions of treeview denoted, is the order in which this Team will be listed in the ticket screen, with lower numbers being first. </p><p><br></p><p>The column profile override determines which columns appear in the ticket view. </p><p><br></p><p>Mailbox override and message group determine from which email address emails regarding the team's tickets are sent and the message group determines which email templates it will use.</p><p><br></p><p><strong>For a comprehensive list of all descriptions of the settings, checkout the admin guide on Teams:</strong> <a href="https://usehalo.com/haloitsm/guides/1348/" rel="noopener noreferrer" target="_blank"><strong>Teams Admin Guide</strong></a></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliZTlmMDA2LTliZTMtNDhiYy1hN2MzLTk3ZmJiYzVkMzM1NiJ9.jVpRDN8e7mYlc5j2yU1jSuM4niLcAmbZ_IOX_OpNC9k" class="fr-fic fr-fil fr-dib" width="991" height="1050"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0MDdmNjBlLWJjMTctNDQwZS04MTM1LTc4ZTI0YjExNjgwNCJ9.Ngk5WmC1PvCE2sTa6xgajyNoN7OKm3auVcygVurGalA" class="fr-fic fr-fil fr-dib" width="1351" style="width: 1351px; height: 715.747px;" height="715.747"></p><p>When filled in, save these details and head back into the setup by clicking on the team, the agents you wish to be in the new team can be added by pressing edit and clicking the ⊕ symbol. </p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmYzkwMTU2LWEwNDEtNGNiMC1hZmQyLWZiNjVmNmIwYWI4OSJ9.WXmxV6I676KbHaqREt1huR_5sb0ruVZAvYvbdxk-d0Q" class="fr-fic fr-dii" width="377" height="285"><br></p><p>In the Other tab you will find;</p><ul><li>Ticket Team specific ticket templates, you add new ones in edit mode and clicking the ⊕. Existing templates can be added to a team if restricted by heading to Configuration > Tickets > Ticket Templates.</li><li>Any canned text limited to the team.</li><li>Any restrictions on category values you wish to restrict the team to. I.e. an IT hardware team restricted to categories that start with Hardware, and will not have access to any other categories unless given permission.</li></ul>
