Team Pools

Organize support teams into specialized pools for efficient ticket routing

What are Team Pools?

Specialized groups of support agents working together on specific types of tickets

Team pools are groups of support agents organized by expertise, department, or responsibility area. They enable efficient ticket distribution, workload balancing, and specialized support delivery.

Benefits

Specialized expertise allocation
Balanced workload distribution
Faster ticket resolution
Better team collaboration
Performance tracking by group

Common Pool Types

• Technical Support: Bug fixes, system issues
• Customer Success: Onboarding, training
• Billing Support: Payment, subscription issues
• Sales Support: Pre-sales questions
• Level 1/2/3: Escalation tiers
• Regional Teams: Language or timezone-based

Specialized Support

Route tickets to agents with the right expertise for faster, more accurate resolutions.

• Match tickets to specialist knowledge
• Reduce escalation needs
• Improve first-contact resolution
• Build deeper expertise within teams

Load Balancing

Automatically distribute tickets across pool members to prevent overload.

• Round-robin distribution
• Workload-based allocation
• Skill-based routing
• Availability consideration

Performance Tracking

Monitor team performance with detailed metrics and analytics.

• Team vs individual metrics
• Response time tracking
• Resolution rate analysis
• Customer satisfaction scores

Team Pools

Benefits

Common Pool Types

Related Documentation

Team Management

Ticket Management

User Management