Configuration > Teams & Agents > Teams
Teams in Halo allow you to group your Agents into one or more Teams which can be used to dictate their access to different parts of the application.
Check out the Academy Guides on our Support Portal for more information on Teams, the same guides can be found on the HaloPSA Academy:
Details
| Field | Type | Description |
| Team Name | Free Text | Name of team. |
| Department | Single Select | The department that this team is a member of. |
| Team Leader(s) | (Read-Only from Details Tab) | Lists the Agents that have been marked as Team Leaders for the given Team. Team leaders have full access to Tickets within the respective Team, and also access to Configuration options for that Team. |
| Main Email Address | Free Text | Primary contact email for the team, can be returned on email templates via $TeamEmail |
| Phone Number | Free Text | The primary contact number for the team, can be returned on email templates via $TeamPhoneNumber |
| Alternative Team Name | Free Text | Alternative Team name, can be returned on email templates via $TeamAlternativeName |
| Team Note | Free Text | Any miscellaneous notes regarding the team |
| Used for Tickets | Checkbox | If checked, tickets of use 'Tickets' will be allowed to be assigned to this team |
| Used for Projects | Checkbox | If checked, tickets of use 'Projects' will be allowed to be assigned to this team |
| Used for Opportunities | Checkbox | If checked, tickets of use Opportunities will be allowed to be assigned to this team |
| Working Hours for Resource Booking | Single Select | When using agent resource booking, appointments booked from tickets logged to this team will only be allowed to be made during the work hours set here. Guide |
| Team is Active (Show in Lists) | Checkbox | Unchecking this will not allow tickets to be logged to this team & will hide this team from being displayed in the UI, without deleting the team from the database |
| Sequence in Treeview | Integer | Determines where in the list of teams this team appears throughout the UI. The lower the sequence, the higher in the list the team appears. |
| Override Column Profile in by tree View | Single Select | Determines the column profile that is used to list tickets assigned to this team. |
| Hide Agents in the Team tree if they have no Tickets | Checkbox | When in the team view of a ticket area i.e. 'Incidents By Team', there is a tree dropdown for tickets per agent. When this setting is checked on, the agents with no tickets will not show in the tree dropdown. |
| Mailbox Override | Single Select | Overrides the from address/SMTP details for emails sent from this team. |
| Message Group | Single Select | Establishes the collection of email templates that are used for emails sent from this team |
| This Team can receive new Live Chat Messages form Users & Visitors | Checkbox | When unchecked, new live chat messages generated via the self-service portal will not appear in the agent application for agents who are a member of this team.
NB: If an agent is a member of multiple teams where at least one team has this option checked, they will still receive live chat messages. |
| Time Zone | Single Select | Sets the time zone for the team. |
| Include in Load Balance Calculations | Checkbox | If unchecked, load balance/round robin ticket assignment is ignored for tickets assigned to this team. |
| Allow Survey to be Sent for Tickets Assigned to this Team | Checkbox | If unchecked, satisfaction surveys will never be sent upon ticket closure for tickets assigned to this team. |
| Dashboard to show on the home screen | Single Select | Allows you to choose which dashboard appears on the home screen for agents who are in this team. If the home screen dashboard set on the agent profile is set to use the global setting and a team dashboard is set, the team dashboard will be used. |
Agents
| Field | Type | Description |
| Agents Table | Table | Here are listed any Agents that are part of that Team. Details listed here are the name of the Agent, their Membership level, and which, if any, role this team was inherited from. |
| Agent | Multiple Select | This allows you to choose one or more Agents to apply the following Team membership to. |
| Can be assigned to | Checkbox | Will allow the Agent to be able to have tickets / opportunities assigned to them personally. |
| Is a Team Leader | Checkbox | This option will show the Agent as the leader of the team on lists, and also marks them as such for grouping methods, such as designating approvers in Approval Processes. |
| Allow Access to Teams Config | Checkbox | When an Agent is set as a team leader, this setting will appear. When this setting is enabled, the agent will have access to this specific teams configuration area, and will be able to edit everything within this teams configuration. To test |
| Can see Unassigned Tickets for this Team | Checkbox | Will allow the Agent to see tickets that belong to their team but have not yet been assigned to agents. This could be used to prevent inappropriate Agents from triaging tickets. |
| Can see Tickets assigned to other Agents in this Team | Checkbox | When left unchecked, the Agent will only be able to see their own tickets for that Team. The rest of the Team's tickets will be hidden from view, and have their access restricted. |
Other
| Field | Type | Description |
| Team Templates | Table | A list of the Templates that Agents in that team can use. Only the name of the template is detailed. |
| Team Canned Text | Table | A list of the Canned Texts that Agents in that team can use. Only the name of the canned text is detailed. |
| Allowed Category Values | Table | When checked, this will allow the Team to mark tickets with any [Category] that they would like. When unchecked, a table will appear where a whitelist can be defined for usable [Category]s. |
| Allowed Resolution Code Values | Table | When checked, this will allow the Team to mark tickets with any [Resolution Code] that they would like. When unchecked, a table will appear where a whitelist can be defined for usable [Resolution Code]s. |
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Allowed Category 3 Values |
Table | When checked, this will allow the Team to mark tickets with any [Category] that they would like. When unchecked, a table will appear where a whitelist can be defined for usable [Category]s. |
| Allowed Category 4 Values | Table | When checked, this will allow the Team to mark tickets with any [Category] that they would like. When unchecked, a table will appear where a whitelist can be defined for usable [Category]s. |
