Inbox Teams: Group Members and Share Views at Scale

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Overview

Inbox Teams give you a scalable way to organize team members and the Views they rely on every day. Instead of manually adding each technician to individual Views, Teams let you group people together once—then automatically grant them access to all Views inside that Team. Teams are ideal for partners with operational groups such as Tier 1 Support, Tier 2/Escalations, NOC teams, After-Hours Support, or client-specific pods, or anyone looking for a clearer, easier way to manage access across Inbox. Admins can create and manage any Team. Team Admins can create and manage the Teams they belong to — see the Team Admin role for the scoped permissions. Standard Members can’t create Teams themselves, but once they’re added to a Team, it automatically appears in their Inbox with all associated Views. With Teams, Admins can:

• Create one or more Inbox Teams
• Add or remove members at any time
• Create Views inside a Team
• Duplicate existing Views into a Team
• Remove themselves from a Team (optional)
• Expand or collapse Teams in Inbox’s navigation to see all Views tied to that Team

Admins maintain full visibility and can manage all Teams from the Admin area, even if they’re not a member of those Teams.

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Getting started

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Where to find Teams

Teams can be created from two places, depending on your permissions:

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If you’re an Admin

Admins can create and manage Teams from either Inbox or Admin:

• From Inbox:
  In the left navigation, you’ll see a “Teams” section with a plus (+) icon beside it.
  Selecting the plus icon will route you to Admin → Teams to begin creating a new Team.
• From Admin:
  Go directly to Admin → Teams to create a Team, edit its details, or manage membership and Views.

Admins can see all Teams in the Admin area—even if they are not members—and can modify members, Views, or delete a Team entirely.

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If you’re a Member

Members cannot create Teams and will not see the plus (+) icon in Inbox. When an Admin adds a Member to a Team:

• The Team automatically appears in the member’s Inbox
• The member gains access to all Views inside that Team
• No additional setup is required

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Creating a Team

Admins can create a Team from either Inbox or Admin: Members cannot create Teams and will not see the “add team” option.

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Managing team members

Teams make membership management straightforward:

• Add a member: they instantly gain access to every View inside the Team
• Remove a member: they lose access immediately
• Admins can manage membership for any Team
• Team Admins can manage membership for the Teams they belong to
• Members cannot self-manage or leave a Team

For scoped team-lead permissions, see the Team Admin role.

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Views inside Teams

Views can be created directly inside a Team or duplicated into a Team.

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Create a new View inside a Team

The View will appear nested under that Team in Inbox. Create Team View

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Duplicate an existing View into a Team

From the View’s menu, select Duplicate to Team…, then select the Team. This will maintain your current view and duplicate it within the Team you selected. Feel free to delete the pre-existing view from the Views section.

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Using Teams in Inbox

• Admins see the Teams they’re a member of directly in Inbox. They can also view and manage all Teams from Admin → Teams.
• Members only see Teams they’ve been added to, and will not see the option to create new ones.
• Teams can be expanded or collapsed to view their nested Views.
• Technicians interact with Team Views the same way they interact with any other View.

When you first create a Team, it can be helpful to set up a few core Views that give your technicians immediate clarity on what to work on. Here are a few recommended Views many partners start with:

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1. All Threads

Create an “All Threads” View for your Team based on where this Team typically receives its work. For example, if your team works out of a specific Board (Connectwise) / Queue (Autotask) / Team (Halo) in your PSA, set up an All Threads View where Board/Queue/Team = [that location]. This gives your technicians a single place to see everything they’re responsible for.

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2. Magic in Progress

A View showing all threads where the Magic Agent is actively engaged.

Example filter: Magic Agent = Engaged

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3. Unassigned

A View that highlights threads the Magic Agent hasn’t handled or where no owner has been assigned. This helps teams quickly identify new work waiting to be picked up.

Example filters: Magic Agent = Disengaged or Never engaged Owner = blank

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4. Needs response

A View that surfaces threads where the customer was the last to reply, helping technicians focus on timely responses.

Example filter: Last sender = Contact

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5. Poor sentiment

A View that highlights threads with low sentiment, signaling where customers may be frustrated or need extra attention.

Example filter: Sentiment < 40

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FAQ