> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox Teams: Group Members and Share Views at Scale

> Use Inbox Teams to group technicians—like Tier 1, NOC, or after-hours pods—and automatically grant them access to shared Views without per-user assignments.

### 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](/inbox/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.

### Getting started

### **Where to find Teams**

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

### **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.

### **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

### **Creating a Team**

Admins can create a Team from either Inbox or Admin:

<Steps>
  <Step title="Open Teams in Admin">
    From Inbox, click the **plus (+) icon** next to the Teams section. You’ll be routed to **Admin → Teams**.
  </Step>

  <Step title="Or start from Admin directly">
    Or navigate directly to **Admin → Teams** and select **Create Team**.
  </Step>

  <Step title="Name your Team and add members">
    Name your Team and add members.
  </Step>

  <Step title="Save">
    Save.
  </Step>
</Steps>

Members cannot create Teams and will not see the “add team” option.

### 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](/inbox/team-admin-role).

#### Views inside Teams

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

### **Create a new View inside a Team**

<Steps>
  <Step title="Go to Admin → Teams">
    Go to **Admin → Teams**
  </Step>

  <Step title="Select your Team">
    Select your Team
  </Step>

  <Step title="Click Create View">
    Click **Create View**
  </Step>

  <Step title="Configure filters, sorting, and conditions">
    Configure filters, sorting, and conditions
  </Step>

  <Step title="Save">
    Save
  </Step>
</Steps>

The View will appear nested under that Team in Inbox.

[Create Team View](https://www.loom.com/share/09f565ae4c15497db74684e840de9ecf)

### **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.

### **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:

### **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.

### **2. Magic in Progress**

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

> Example filter:
>
> Magic Agent = **Engaged**

### **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**

### 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**

### 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**

### FAQ

<AccordionGroup>
  <Accordion title="Who can create a Team?">
    Admins can create any Team, and Team Admins can create Teams they’ll manage. Standard Members cannot create Teams and will not see the option to do so.
  </Accordion>

  <Accordion title="Who can create or edit Views inside a Team?">
    Admins for any Team, and Team Admins for the Teams they belong to. Standard Members can’t create new Views or edit existing Team Views — they can use filters and work within Views that an Admin or Team Admin has set up.
  </Accordion>

  <Accordion title="Where can I create a Team?">
    Admins can create a Team from either:

    * The **plus (+) icon** next to the Teams section in Inbox (which routes to Admin → Teams), or
    * Directly from **Admin → Teams**
  </Accordion>

  <Accordion title="Why don't I see the option to add a Team?">
    You must be an Admin or Team Admin. Standard Members do not see the “add team” option in Inbox or in Admin.
  </Accordion>

  <Accordion title="Do Admins need to join a Team to manage it?">
    No. Admins can view and manage all Teams from the Admin area, even if they’re not members of that Team.
  </Accordion>

  <Accordion title="What happens when a member is added to a Team?">
    The Team appears in their Inbox automatically, and they gain access to all Views inside that Team.
  </Accordion>

  <Accordion title="Can members remove themselves from a Team?">
    No. Only Admins can add or remove members.
  </Accordion>

  <Accordion title="Can Admins remove themselves from a Team they created?">
    Yes. Admins can add or remove themselves from any Team.
  </Accordion>

  <Accordion title="Are Teams required?">
    Teams are optional. You can continue using standalone Views, but Teams significantly simplify member access management—especially for partners with multiple service teams.
  </Accordion>

  <Accordion title="Can I move an existing View into a Team?">
    Partially. Use the View's menu and select **Duplicate to Team…**, then select the destination Team. When you do this, the View is **duplicated** for the chosen Team, and the original View in the Views section remains.
  </Accordion>

  <Accordion title="Can I remove a View from a Team?">
    Yes. You can delete a View from a team. When you delete a View from a Team, the View is deleted **for everyone in that Team**.
  </Accordion>

  <Accordion title="Do technicians automatically gain access to all Views in their Team?">
    Yes. Access is granted instantly when they’re added to the Team.
  </Accordion>

  <Accordion title="If I remove a member from a Team, what happens?">
    They immediately lose access to all Views inside that Team.
  </Accordion>

  <Accordion title="Does creating a Team change how Views work?">
    No. Views function the same inside and outside Teams. Teams simply organize Views and automate access management.
  </Accordion>

  <Accordion title="Are there limits on how many Teams or Views I can create?">
    No. You can create as many Teams and Views as needed.
  </Accordion>

  <Accordion title="Are Teams in Thread the same as Teams in my PSA?">
    No. Teams in Thread are separate from PSA teams. However, you can set up Thread Teams that mirror your PSA structure if that works best for your workflow.
  </Accordion>

  <Accordion title="How do notifications work with Teams?">
    Notifications remain set per technician and per View. Teams don’t introduce global notification settings, so functionality remains the same as in Views.
  </Accordion>

  <Accordion title="Can Teams sync with Microsoft Entra ID groups?">
    No. There’s currently no option to sync Thread Teams with Entra ID groups. Teams must be managed directly in Thread.
  </Accordion>
</AccordionGroup>

<Note>
  See **Inbox** updates in the [changelog](/changelog/q3-2026).
</Note>


## Related topics

- [Views and Insights in Thread Inbox](/inbox/views-and-insights.md)
- [Set Up Thread Inbox by Service Team Structure](/inbox/service-team-structure.md)
- [Get around Inbox](/start-here/roles/technician/get-around-inbox.md)