Teams
Lightweight groups that scope playbook visibility. What they do and, importantly, what they do not.
Organization → Teams manages groups of members. Teams exist for exactly one purpose: scoping which playbooks a member can use.
They are not permissions, not roles, not data access. Someone's ability to read a database comes from the integration's credential, never from their team.
Creating a team
New team takes a name and a set of member checkboxes. That is the whole model.
A member can be in any number of teams, or none. Editing a team is where you change who is in it. The member dialog deliberately does not offer team membership, so there is one place to look.
The owner cannot be added to a team
The account owner is managed on the Account page, not as a member (see Members), so they are excluded from the checkbox list rather than being offered and silently dropped.
What team scoping actually governs
A playbook is visible either to the whole organization or to selected teams. Team scoping controls who can use it:
- selecting it for a Console thread
- assigning it to a ticket by hand
It does not control auto-classification. Every enabled playbook in the organization is considered when an incoming ticket is classified, regardless of who is in which team. A ticket can therefore be routed to a playbook that the person looking at it could not have picked manually.
That is intentional. Routing should reflect what a ticket is about, not who happens to be at their desk.
When to bother
Use teams when you have playbooks whose instructions are noise to most of the organization (a payments team's escalation procedure, a specific customer's bespoke runbook) and you want the Console's playbook picker to stay short.
Skip teams when everyone works everything. Organization-wide visibility on every playbook is a perfectly good configuration and one less thing to maintain.
Deleting a team
Deleting a team asks for confirmation and removes it. Any playbook scoped to only that team becomes visible to nobody until you re-scope it, so re-check your team-scoped playbooks after deleting a team.