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
Team membership references a member row, and the account owner does not have one — see Members. The owner is 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.