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  1. Getting Started
  2. Pylonboarding

Teams

Organize ownership, automate assignments, and track work by function or region.

PreviousIssue ViewsNextAccount Management

Last updated 13 hours ago

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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

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


Setup


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.


Best practices

  • Use Teams, even if you only have a small number of users, so you can be ready to scale

  • Use Teams in Triggersfor automated routing (e.g. “Assign all emails to the support@ email address to the support team”)

  • Create Views filtered by Team to create targeted boards

  • Report by Team to measure resolution times, volume, and performance

  • Use Assignment Rules to automatically route issues that have been assigned to a team to a specific individual on that team