Resolution teams
Resolution teams let you hand tickets to the right department. Learn how to create teams, add members, route tickets and read routing results.
A resolution team is a group of users in EnaFeedback who handle tickets, for example "Technical service", "Housekeeping" or "Patient relations". When you route a ticket to one or more resolution teams, it appears in the Team inbox of each team's members. Every team has a team code that starts with CE.
Required role
- Creating and editing teams: Owner, Administrator or Feedback manager (resolution team management permission).
- Routing tickets: users with feedback operations permission (Owner, Administrator, Feedback manager).
- Being a team member: the user needs the team inbox permission. The narrowest role is Team member; the Hygiene manager, Feedback manager, Survey manager and Page manager roles include it too.
Prerequisite: the people you want to add must already be invited to your organization as users.
Creating a team and adding members
Open the teams screen
Go to Resolution team → Resolution teams.
Create a team
Add a new team and give it a clear name that describes its job. The team code (CE…) is generated automatically.
Add members
Add organization users to the team. Only users with the team inbox permission can be members. If someone is missing from the list, give them a role such as Team member under System → Users.
Member contact details are masked
Team members' contact details are shown masked in the admin panel. This masking applies to the display only.
Routing a ticket to teams
Open the ticket
Open the ticket from Feedback → Feedback.
Choose teams and write a note
Start routing the ticket, select one or more resolution teams and write the routing note. The note is required, so say clearly what the team should do.
Save the routing
The first routing automatically moves the ticket to In progress. Each team gets its own routing with the status Open.
There is no automatic routing
EnaFeedback does not assign tickets to teams automatically by category or location. An admin makes every routing by hand.
Routing statuses and results
A routing is either Open or Concluded. Concluding it requires a result. There are 8 results: the team can choose four, and four are for admins only.
| Who chooses | Result | Meaning |
|---|---|---|
| Team | Action taken | The team did what was needed. |
| Team | Could not complete | The team could not finish the work. |
| Team | Forwarded | The team passed the issue on to another department. |
| Team | Returned | The ticket is outside the team's remit and was sent back. |
| Admin only | Withdrawn | An admin took the routing back. |
| Admin only | Expired | An admin closed the routing because the team did not respond. It is chosen manually; there is no timer. |
| Admin only | Handled by admin | An admin handled the work. |
| Admin only | Cancelled | The routing was cancelled. |
The ticket itself cannot be closed until every open routing is concluded. If a team returns a ticket, you can route it to another team or close it yourself.
Renaming and deleting a team
- Renaming: the team name is saved on each routing as it was at that moment. If you rename a team, past routings keep showing the old name.
- Deleting: a team with open routings cannot be deleted; conclude those routings first. A team with past routings is removed from lists when deleted, but its history is kept.
Performance and integrations
- The Resolution team → Resolution team performance report shows how teams conclude their routings and can be exported to Excel.
- When a ticket is routed and when a ticket's status changes, an HMAC-signed webhook is sent if one is configured. The webhook currently covers only these two events.
Tips and common mistakes
- Build teams around functions, not people. When people change, you only update the members.
- If a user does not appear in the member list, they usually lack the team inbox permission. Check their role.
- Routings that get no response must be closed by an admin with "Expired". The system does not do this automatically.
Related articles
Ticket lifecycle
Statuses, priorities and close results.
Team inbox
How team members handle routed tickets.
Roles and permissions
The seven admin roles and their permission scopes.
Inviting users
Invite team members to your organization.
Can't find what you need?
Our support team can help with anything from setup to reporting.
Ticket lifecycle
Every feedback in EnaFeedback becomes a ticket. Learn the statuses, priorities and close results, and how to take a ticket from intake to closure.
Team inbox
The Team inbox is where resolution team members see the tickets routed to them, add notes and conclude their routings with a result.