With phone teams, you can create virtual groups to manage your inbound and outbound calls. You can create individual teams for each department (ticket handling team, sales team, etc.) in your company and add agents/users to them. 


You can also create call queues and assign each queue to an individual team. 


Prerequisite: Before creating teams, make sure to add agents/users in your account. Also, ensure that your users activate their accounts.


Adding Teams

  1. Log in to the Freshworks CRM account 

  2. Go to Admin Settings > Users and Permissions > Phone Teams.

  3. Click New Team.

  4. Enter the team name.

  5. Click on the Agents option. You will see the list of agents added in your account. Select the users you want to add in the team. 

  6. Click Add Team.


Editing Teams

To edit an existing team:

  1. Log in to your Freshworks CRM account 

  2. Go to Admin Settings > Users and Permissions > Phone Teams. Here you can see the list of existing teams in your account and the number of agents assigned in each team.

  3. Hover over the team you want to edit, and click on the edit icon. 

  4. Under Edit Team details, you can change the team name or add/remove agents to/from the team.

  5. Click Save Changes.