Can one agent belong to more than one team?

Yes. An agent can be a member of several teams at once, which is useful when a senior person covers both Tier 2 escalations and the Sales team, for example.

How do I send a conversation to a specific team automatically?

Either assign a team to the inbox so everything there defaults to that team, or build an automation rule that matches on content, channel, label, or contact attribute and assigns the conversation to the team you want.

Can I restrict an agent to only their own team's conversations?

Yes, but it needs a custom role, which is an Enterprise feature. By default every agent can see every conversation across all teams.

Teams: route conversations by department, language, or skill

Q: What plan do I need for teams?

Teams are available on the Business plan and above. On the Startup plan you work from shared inboxes with manual or round robin assignment but cannot group agents into named teams or route to them with automation rules.

Group agents into teams so conversations land with the right group automatically. Includes routing rules, team inboxes, and how teams interact with auto-assignment.

Teams group agents so conversations land with the right people automatically instead of sitting in one shared pile that everyone has to scan. You can split work by department (Support, Sales, Billing), by language (an EN team, a DE team, a PT-BR team), or by skill level (Tier 1 generalists versus Tier 2 specialists). When a conversation comes in, inbox routing or an automation rule sends it to the matching team, and those agents pick it up. Teams are available on the Business plan and above.

What is a team in Deskwoot?

A team is a named group of agents with a small amount of configuration: who belongs to it, which inboxes it covers, and how new conversations get spread across its members. It sits on top of the normal assignee and inbox model, so a conversation can still be assigned to one specific agent inside a team when you want a single person accountable for it.

Common ways teams get set up

By department. Support, Sales, Billing, Onboarding. This helps most when your main support inbox keeps catching sales and billing questions that need different people.
By language. An EN team, a DE team, a PT-BR team. Combined with built-in translation, each customer gets answered in their own language by someone who speaks it.
By skill or tier. Tier 1 handles the first reply, Tier 2 owns escalations. You can set tighter SLA targets on the Tier 2 team.
By region or time zone. An EMEA team during European hours, an AMER team for the Americas. Pairs with Business Hours so there is always someone awake on the rotation.

How do conversations get into a team?

There are 3 ways in:

Inbox routing. Assign a team to an inbox, and every conversation that arrives there belongs to that team by default.
Automation rules. Match on subject, message content, channel, contact attribute, or label, then assign the conversation to a team. This is how a billing question that lands in the generic support inbox gets handed to the Billing team.
Manual assignment. Any agent can move a conversation to a different team from the conversation header.

Auto-assignment inside a team

Once a conversation belongs to a team, auto-assignment can pick a specific agent inside it. There are 2 modes:

Round robin. The next online agent in the rotation gets the conversation. Best when volume should spread evenly and any agent can handle any ticket.
Manual. The conversation stays with the team but without a named owner, so whoever picks it up first owns it. Best for specialist teams where the right person depends on the context.

Online status, the cap on how many open conversations an agent can hold, and per-agent suspension all feed into the rotation, so a busy or off-shift agent never gets handed a fresh ticket.

What can each team see?

By default every agent can see every conversation across every team. To restrict someone to only their own team's tickets, use a custom role (an Enterprise feature) with the right scope. This is common in larger orgs where Tier 1 should not see Tier 2 escalations until they are explicitly handed over.

Reporting by team

Every report can be filtered by team: CSAT, first response time, resolution time, agent workload, channel mix. Use it to compare teams, spot the ones that are short-staffed, and set SLA targets that match each team's job.

Which plans include teams?

Teams are on the Business plan and above. On Startup you work from shared inboxes with manual or round robin assignment. Business and up unlocks teams, automation rules that target a team, and reports filtered by team. SLA policies and custom roles, which pair well with a tiered team setup, are Enterprise features.

How to set up your first team

Go to Settings > Teams and click New team.
Name the team (for example, "Sales") and add a short description so other agents understand its scope.
Add members from the agent picker.
Pick an assignment mode: round robin for even spread, manual for specialist teams.
Optionally go to Settings > Inboxes and assign the team to one or more inboxes so every new conversation there lands with the team by default.
If you need conditional routing, build a rule in Settings > Automation (for example, messages containing "refund" go to the Billing team).