Workspace Setup
Step-by-step instructions for configuring your workspace, teams, and ticket routing. (Admin or Owner role required)
Before following these steps, make sure you understand the foundational concepts.
- Need a primer on channel rules? Read the Support Teams Concept.
- Unsure about billing? Read the Workspaces Concept.
- Want to know how distribution works? Read the Ticket Routing Concept.
Note: You must be a workspace Owner or Admin to configure Support Teams and Auto-Assign. Only the Owner can access the Billing Plans section.
Navigate to the Treqdesk App Home in Slack (find Treqdesk under the "Apps" section in the sidebar, and click on the "Home" tab).
Alternatively, you can type the /create-team or /manage-team slash commands anywhere in Slack to open the interface immediately.
Click the Create Team or Manage Teams button to open the support team management interface.
Create a New Team
Click "Create New Team" and give your team a clear, descriptive name .en(e.g., "IT Support").
Select Channels
Choose your Triage Channel where agents will work, and your Source Channels where users will ask for help. Remember the strict channel exclusivity rules: a Triage channel cannot also be a Source channel.
Add Agents
Select the human operators who should be permitted to resolve tickets for this team.
Navigate to the Treqdesk App Home in Slack and click the Auto Assign button. (Note: Auto Assign configuration is accessed directly from the App Home, not from inside the Manage Teams modal).
Enable Routing
Toggle "Auto-assign" to ON for this specific team.
Choose Strategy
Select between Round Robin, Least Loaded, Random, or Fixed depending on your team's operational goals.
Save Configuration
Click "Save" to immediately begin routing new tickets according to your chosen strategy.
Navigate to the Treqdesk App Home in Slack and click the Billing & Seats button inside the Workspace Summary section.
Review Quotas
Check your current usage against your Agent Seats and Monthly Tickets quota.
Upgrade
If you are hitting the limits described in the Workspaces Concept, click the "Upgrade" button in the billing dashboard to transition to the Pro plan.
Alternatively, you can type /upgrade anywhere in Slack to start the upgrade process.