Team Settings is where a team Owner shapes how Desk works for the team: who's on it, what data tickets show, how new tickets are handled automatically, and whether AI is used.
Only team Owners can open Team Settings. Click Team settings at the top right of All tickets or Overview.
The Team settings window has these tabs on the left: General, Record identification, Ticket configuration, Manage rules and Team members.
Note: Changes in every tab are saved together. Click Save changes at the bottom of the window when you're done. You can move between tabs without losing your edits. Cancel closes the window and discards everything you didn't save.
General
The General tab holds the team's basic details.
| Setting | What it does |
|---|---|
| Team name | The name shown in the Desk header and team lists. Change it here to rename the team |
| Team type | The team's scenario, such as AR or AP. It decides which records Desk searches to recognize senders and which data tickets show |
| Team email address | The address requesters write to. Every email sent to it becomes a ticket in this team |
| AI capabilities | Turns all AI for the team on or off (see below) |
Ticket IDs in the team start with a prefix taken from the team name, followed by a running number.
Note: Before you set or change the team email address, make sure the mailbox has been connected with the Datarails Integration team. See Onboarding to Desk.
AI capabilities
AI capabilities covers the draft prepared when a ticket arrives, the AI assistant and the AI text editing. It's on by default. If your organization has compliance requirements, turn it off: AI is then unavailable for everyone on the team, on web and mobile, and no ticket data is sent to AI providers. Every change to this setting is recorded with who made it and when. See AI in Desk.
Team members
A team's members come from two Datarails permission groups: one for the team's Owners and one for its Editors. The Team members tab shows both groups, how many members each has, and their avatars. Hover a group to see the names.
The tab is read-only. To add or remove members, or to change someone's role, update the group in Datarails: open the group's profile and go to its Permissions section. See New Permissions: User Management in Datarails.
What each role can do is described in Desk Overview.
Ticket configuration
The Ticket configuration tab controls which record data appears on a ticket.
- Default ticket fields are shown on the record card in the ticket's sidebar. You can choose up to 4.
- More detail fields appear when someone clicks More details on the ticket.
Adding fields
- On the left, find a field. Fields are grouped by the table they come from, such as Customers or Invoices. Use Search to find one quickly.
- Click +Add. The field goes to Default ticket fields, or to More detail fields once the 4 default places are taken.
Arranging fields
- Drag a field by its handle to change its order, or to move it between the two lists. If you drop a field into a full default list, its last field moves to the top of More detail fields.
- Click the trash icon to remove a field.
The fields you choose here also appear as + More filters on the board. See All Tickets View.
Manage rules
Rules handle routine triage for you. Each rule says: when a ticket matches these conditions, then do this. For example: when the subject contains remittance, then add the tag #remittance.
Creating a rule
- Click New rule.
- Under When, pick a field, an operator and a value. Click Add condition to add more. A ticket must match all of them.
- Under Then.., pick the action.
- Check the Rule summary, then click Create rule.
| Conditions (When) | Operators |
|---|---|
| Subject, Requester email, Tags | is, is not, contains |
| Ticket status, Priority, Due date, Assignee | is, is not |
| Followers | contains, does not contain, is empty, is not empty |
| Attachments | is empty, is not empty |
| Actions (Then..) | Options |
|---|---|
| Set status | Any status |
| Set priority | Low, Medium, Urgent |
| Assign to | A specific user (or Unassigned to clear the assignee), or Round robin across the team to take turns among the members you pick |
| Assign to team | Move the ticket to another team |
| Add tags | One or more tags |
| Set due date to | A specific day, # days after today, or # of days after current due date |
| Add followers | One or more team members |
Each rule has one action. To do several things for the same conditions, create one rule per action.
When rules run
Rules run when a ticket is created, when an email arrives or is sent on it, and when its details change, such as its status, tags or followers. All matching rules apply, top to bottom.
Order and editing
- Order matters: drag rules to reorder them. When two rules set the same thing, such as the assignee or the priority, the higher rule wins. Tags from several rules are all added.
- Turn a rule off with its toggle, without deleting it.
- Use the ⋮ menu to Edit or Delete a rule. When editing, Save as new keeps the original and creates a copy.
Record identification
The Record identification tab tunes how Desk recognizes who a ticket comes from (see Desk Overview for how matching works).
- Your company's email domains: add your organization's own domains, such as acme.com. Desk identifies senders from these domains by their full email address only, never by domain, so one colleague is never mistaken for another. Type a domain and select Add new value. Enter the bare domain, without @ or www. Your team email address's domain is offered as a suggestion.
- Common email providers: emails from public providers belong to individuals, not companies, so Desk matches them by full address only. The list includes gmail.com, yahoo.com, outlook.com, microsoft.com, hotmail.com, icloud.com and me.com, all on by default. Turn one off only if it actually represents a company you work with.
Wrap up
You have now learned how to:
- Set the team's name, type, email address and AI setting.
- See who's on the team, and where to manage membership.
- Choose the record fields that tickets show.
- Automate triage with rules.
- Tune how Desk recognizes senders.
Remember to click Save changes before closing the window.
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