> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/marketplace/help-desk.md).

# Help Desk

### Main Features:

#### Comprehensive Team Management

* Create, view, and delete teams.
* Add members to multiple teams from the workspace member list (excluding bot members).

#### Detailed Team Settings

* View team details, including the creation date.
* Manage categories and subcategories for both chat and ticket interactions.
* Utilize a "Round Robin" algorithm for task assignment.

#### Category and Subcategory Assignment

* Assign specific categories and subcategories to teams for chat and ticket management.
* Ensure organized and efficient task distribution.

#### Round Robin Assigning Algorithm

* Automatically assign tickets and chats to agents based on availability and time since the last assignment.
* Explanatory tooltip for understanding the process.

#### Customizable Assignment Logic

* Configure assignment logic for chat inquiries and support tickets.
* Direct specific categories to designated teams or default teams.

#### Ticket Management

* Manage ticket notifications and filter tickets by team.
* Assign tickets to team members or other teams.
* Send email notifications to customers when a ticket is replied to, with links to view the ticket.

To get to know how to use this feature, please head to [Help Desk ](/help-desk/chat-tickets.md).