Teams

A bunch of users is grouped as a team on Infraon. Teams can be categorized based on a reporting manager, technical skills, support level (L1, L2), role, etc.

Users are assigned to multiple teams, and teams are assigned to specific modules, such as a team to manage Incidents or Service Requests or an asset team.

What you see on the screen

You can add new teams and edit and delete existing ones from this page.

Instructions to 'Add Team'

Click on the 'Add Team' button in the top right corner.

There are two tabs in the 'Add Team' form. At this point, three types of teams can be created on Infraon.

Approval	Operation and Technical	Service Desk
The approval team consists of users who are in charge of approving requests.	The operation and Technical team comprises users performing operational or technical tasks within Infraon.	The Service Desk comprises users who are a part of the Helpdesk/service or support team. This team is generally the first level in in-charge of tickets.

Fields marked with * are mandatory.

There are three options for selecting staff for the team.

User Tags	Users	Expertise
Select users based on the user tags (groupings).	Select users directly for the team.	Select users based on their expertise.

Infraon can be customized with sequential approvals, enabling multi-level authorization to allow a hierarchical approach.

The configuration tab is enabled when adding an Approval or an Operation and Technical Team.

Approval Team - Used to configure.

Operation and Technical Team - Used to configure auto-assignment of tickets.

What is Auto Assignment?

An alert is raised when a ticket lands in the service desk queue. Either a technician self-assigns it, or a team leader assigns it to the team. With manual intervention, tickets may be picked based on ease of resolution, making it unfair for other technicians. New tickets may also be in the queue for too long while waiting to be assigned, impacting the SLAs. Auto assignment of tickets removes manual intervention, ensuring fairness and timely assignment. Infraon offers three methods to define auto-assignment.

Round Robin

Round Robin is the simplest way of assignment where tickets are assigned equally to active technicians in a circular order—recommended for businesses where tickets are raised to follow up on orders, requests, etc. Using this to auto-assign tickets helps save time on the manual assignment of tickets.

Use-case: An e-commerce business where tickets are raised to know order status, delays in delivery or refund status, etc. Since these are information-based tickets and no troubleshooting is required, the time spent on each ticket is minimal. Using the round-robin method ensures that tickets are assigned equally and orderly.

Load Balancer

The load-balanced method assigns tickets based on the technician's load and is recommended for businesses offering a wide range of services, where the resolution time is different for each. Using the Load Balanced method ensures the technicians have a balanced workload while working on a ticket. When a new ticket is raised, the technician with the most negligible load is auto-assigned to the technician. Tickets are assigned based on the ticket queue's SLA, priority, and criticality. Thresholds must be defined to select this method.

Use-case: A technical support center for a product that offers 24/7 support where tickets are raised throughout the day. Some tickets may be inquiries, while others might have a long resolution. A round-robin method may not make sense here. The load balancer method checks the technician's current load before assigning new tickets. This way, technicians are not burdened with work.

Skill Based

The Skill-Based method is used when the organization offers multiple categories/levels of support. It is recommended for organizations providing support globally or across a wide range of products/services. Skill-based assignment ensures that the right technician assigns the tickets by matching their skill and level.

Use-case: A business that offers support or services on multiple products, regions, and time zones offering multi-lingual support. Here, tickets must be assigned based on the technician's skill. The technician must be skilled in the language the customer selects, know about the product chosen, etc. A skill-based allocation is best suited for this.