How to create and manage teams
Last updated October 12, 2026
Overview
Teams let you group agents together so tickets can be assigned to a group instead of one agent at a time. In "App Configuration > Ticket Management > Teams" , Admins create teams, add the agents who belong to each one, and give each team its own color so agents can recognize the right queue at a glance.
Once saved, a team can be used on tickets and in SLAs, and routing rules can assign tickets to the team automatically. Teams can be edited or deleted at any time as your support organization changes.
Teams are a global setting: an Admin creates them once for the workspace.
Key Features
- Named groups of agents: Create a team with a clear name that the whole company recognizes, such as "Account Support".
- Multiple members: Add as many agents to a team as you need.
- Team colors: Give each team its own color so agents can spot its tickets at a glance.
- Used across Atlas: Teams can be used on tickets, in SLAs and in routing rules.
- Immediate availability: A team is ready to receive tickets as soon as it is saved.
How to create and manage teams
How to create a team
Make sure the agents you want to add already have an Atlas account in your workspace.
- Go to "App Configuration > Ticket Management > Teams" .
- Click "Add team".
- Configure the fields:
- Name: Enter a team name in the "Nickname for your team" field (for example, "Account Support"). Use a name the whole company will recognize.
- Members: Open "Select agent(s)" and select the checkbox next to each agent you want to add. Open the picker again to add more agents.
- Click "Save".
- Click the paint (color) icon to set the team color:
- Drag along the hue bar to pick a hue.
- Adjust saturation and brightness in the color area to pick the exact shade.
- Click "Save".
The team is now available on tickets and in SLAs, and can be used in routing rules to assign tickets automatically.
How to delete a team
- Go to "App Configuration > Ticket Management > Teams" .
- Locate the team, click the Actions ("Show More") icon and select "Delete".
- Click "OK" to confirm.
FAQs & Troubleshooting
How many agents can a team have?
You can add as many agents as you need.
When can a new team start receiving tickets?
Immediately after you click "Save".
Why aren't tickets being assigned to my team automatically?
Creating a team does not route tickets to it by itself. Create or update a routing rule with the "Assign team" action and select the team.
Can I change a team's members later?
Yes. Use "Edit" from the Actions menu, update the agents and click "Save".
Can I restore a deleted team?
No. Deleted teams cannot be restored.