Teams and Groups

Learn the difference between teams and groups in Paldesk in order to successfully set up your account and support your brands. When it comes to hierarchy, teams are superior to groups, since each team can contain several different groups. The account owner and agents can switch teams in order to manage all their channels and different businesses they support.

What’s the difference between groups and teams?

When you invite people into your team, you will also have to add them to a group. Since every group is linked to specific channels (chat, email, Facebook etc.), agents will only receive messages sent to their respective groups.

This means they can only reply to messages sent to their group, but they can still see all past conversations in their team.

If you are managing several brands, and wish to keep all interactions and contacts separate, you should create multiple teams. New teams are almost like a new account, with separate billing information, widgets, channels,  agents, and groups.

Your two teams will not automatically be on the same subscription plan. 

Also, as the account owner, you are automatically a member of each team and group you create. While you can remove yourself from groups, you will always take up a slot in each team. This gives you the chance to monitor all interactions and modify your teams’ setup. 

Here’s a diagram to help explain the concept: 

Image 1: The difference between teams and groups in Paldesk

If you’d like to switch between your teams, click on your avatar in the app, select the “Switch Team” option and then the team. You will then be logged out of the app and required to log back in with your Paldesk credentials.

Video 1: “Switch Team” option

That’s how groups and teams are set up in Paldesk. If you come across any issues, please feel free to reach out to our customer service via live chat or email (support@paldesk.com), we will be more than happy to help.