Organization Teams
The Organization Teams page lists every agent with organization-level access, meaning agents who can take tickets from any account in the organization. It shows each agent's current status and workload, and lets organization admins change their settings without opening each account.
To open it:
- Select your organization from the workspace switcher.
- In the sidebar, open Organization → Teams.
Only organization admins see this page. To give an agent organization-level access, turn on the switch beside them on the Organization → Overview page (see Organizations).
Organization agent summary
The cards at the top of Organization Teams count the organization-level agents and how many are Available, Busy / on break, and Offline / disabled, plus the total tickets currently assigned to them across all accounts. The page refreshes every 30 seconds.
Use the search box to find an agent by name or email, and the filters to show only one status or the agents who belong to one account.
Changing an organization agent's settings
An organization agent belongs to one or more accounts. Every change on Organization Teams applies in all of those accounts at once, so the agent behaves the same whichever account a ticket comes from. A warning icon beside an agent's name means their channels currently differ between accounts. The next change you save makes them match.
- Status: set the agent to Available, Busy, On Break, or Offline. When the agent is Busy, you can pick a busy type. Only busy types configured in every account the agent is enabled in are offered. The time below the status shows how long the agent has had it.
- Channels: the channels the agent takes tickets from. Changes save when you close the dropdown or remove a channel tag.
- Enabled: disabling an agent takes them offline and unassigns their open tickets in every account of the organization. Enabling turns them back on in every account.
Teams are still set per account, in each account's Teams page. Organization Teams shows each agent's teams with the account they belong to.
Organization agent workload and capacity
The Workload column shows, for each channel the agent handles, how many tickets are assigned to them and the most they can hold (for example 3 / 5). Counts turn amber near the limit and red at the limit. ∞ means the agent has no limit: they are in backend teams only, and every one of their accounts allows unlimited backend tickets.
Limits come from each account's Agent Capacity settings. An organization agent gets the lowest limit among the accounts they are enabled in. When channel capacity borrowing is on in all of those accounts, a Pooled row shows the combined limit across channels, which is what gates new tickets.