Clear ownership for every handoff.
Give conversations a team and a clear owner.
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Send the work to the people who can help
- 1Define the team
Group the teammates who handle a shared area of support.
- 2Assign the conversation
Route the Thread to the team and choose a teammate to take responsibility.
- 3Leave useful context
Add an internal note with what has been checked and what the next person needs to do.
An example workflow in Protodesk
Organize the work around your team
Create teams around the work you handle, add the right members, and route conversations to the team that can help. An assigned teammate can continue from the existing Thread history. Use team queues and shared context to make a handoff clear without asking the customer to start over.
- Team membership and shared queues
- Assign conversations to teammates
- Business hours for support operations
Send the work to the people who can help
A billing conversation needs a specialist. Give it the right team and a clear owner while preserving the customer’s original explanation.
- 1
Define the team
Group the teammates who handle a shared area of support.
- 2
Assign the conversation
Route the Thread to the team and choose a teammate to take responsibility.
- 3
Leave useful context
Add an internal note with what has been checked and what the next person needs to do.
Ownership and context belong together
A queue tells the team where the work is. An assignee tells them who is handling it. Conversation history and internal notes explain what needs to happen next.
Frequently asked questions
Try Teams with your team
Start a 7-day Pro trial. Connect a channel, invite a teammate, and try it with your support workflow. No credit card required.