# Teams

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## Overview

**Teams** in Pylon help you mirror your organizational structure so you can manage support and success workflows more effectively. They make it easier to:

* Divide responsibilities across functions, products, or regions
* Route and assign work using triggers and automation rules
* Track performance by team, subteam, or member
* Filter dashboards and views to focus on specific groups
* Report on volume, resolution time, and SLA adherence per team<br>

Whether you’re managing enterprise customers, segmenting by region, or coordinating cross-functional work, Teams let you do it in a scalable, organized way.

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## Setup

{% embed url="<https://demo.arcade.software/glzQILbJT0lXEfacSfG9?embed=&embed_desktop=inline&embed_mobile=tab&show_copy_link=true>" fullWidth="true" %}

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## Use cases

* Assigning tickets by region
  * Route all EU tickets to the EMEA Support Team, with APAC getting their own queue and assignment logic.
* Organizing by function
  * Create separate teams for Support, Success, and Finance to triage different types of issues.
* Nested teams
  * Set up sub teams under broader teams (like Tier 1 and Tier 2 support under a Support team) for more detailed routing and reporting.
* Running global coverage
  * Use recurring daily/weekly schedules or round robin to distribute issues within a team automatically.

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## Best practices

* Use Teams, even if you only have a small number of users, so you can be ready to scale
* Use Teams in [triggers](https://docs.usepylon.com/pylon-docs/platform/triggers "mention") for automated routing (e.g. “Assign all emails to the support@ email address to the support team”)
* Create [views](https://docs.usepylon.com/pylon-docs/support-workflows/issues/views "mention") filtered by Team to create targeted boards
* Report by Team to measure resolution times, volume, and performance
* Use [assignment-rules](https://docs.usepylon.com/pylon-docs/support-workflows/assignment-rules "mention") to automatically route issues that have been assigned to a team to a specific individual on that team