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Team One-Pagers
One reference per team
What each team owns, how to prioritize, when to route elsewhere, and the habits that keep it accurate — Support, Sales, Billing, HR, General and Marketing. All six are created at signup and your plan decides which start active: Free starts with the General team only, Starter adds the Support team, Pro adds the Sales team. Switch teams on or off, rename them or add your own in Settings → Teams.
Support team
Resolve technical problems and how-to questions quickly and correctly.
What lands here
Technical IssueHow-To QuestionSetup & ConfigurationFeature Request
Login/access issues → org-wide Account Management.
Priority guide
| Critical | Production down, data loss, security, many blocked |
| High | One customer fully blocked, no workaround |
| Medium | Normal issue with a workaround (default) |
| Low | Cosmetic, minor how-to, feature request |
Not mine → route to
| Invoices, refunds | Billing team |
| Pricing, demo, buying | Sales team |
| Partnership, press | Marketing team |
| Unclear / general | General team |
Escalate & tickets
- Critical/security or SLA breach → manager.
- Engineering-bound → Create ticket & push to Jira.
- On handoff, flag Waiting on engineering for a manager/admin to apply.
Key habits
- Answer from a KB / AI suggestion where possible, then Resolve & save to KB — Support is the biggest KB source; a clean KB lowers future volume.
Routing keywords: “error”, “not working”, “bug”, “how do I”, “can't”, “broken”, “500”.
Sales team
Turn interest into customers — answer fast, qualify leads, send quotes.
What lands here
Demo RequestPricing InquiryProduct QuestionPurchase IntentEnterprise Inquiry
Priority guide
| High | Inbound demo/quote requests, hot buying signals — reply ASAP |
| Medium | General pre-sale questions (default) |
| Low | Early-stage “just researching” |
Speed wins deals — SLA-at-risk on a lead = deal risk.
Not mine → route to
| Product problem | Support team |
| Invoice / payment | Billing team |
| Partnership / press | Marketing team |
| Unclear / general | General team |
Leads & tickets
- Mark as lead to capture contact details on the Lead tab.
- Create lead ticket to track through the pipeline.
- Check the Lead tab is filled — edit if the AI missed a field.
Key habits
- Reply fast with clear next steps; keep pre-sale answers consistent and accurate via the KB.
- Escalate enterprise / non-standard pricing to a manager.
Routing keywords: “pricing”, “quote”, “demo”, “trial”, “how much”, “interested in”, “upgrade”.
Billing team
Resolve money matters accurately, with a clear paper trail.
What lands here
Billing QuestionInvoice & ReceiptPayment IssueRefund RequestSubscription Changes
Priority guide
| Crit/High | Failed payment near suspension, or a wrong charge |
| Medium | Invoice questions, plan changes (default) |
| Low | Receipt copies, routine admin |
Not mine → route to
| Product not working | Support team |
| Buying / new plans | Sales team |
| Unclear / general | General team |
Escalate
- Any refund, dispute, or adjustment → manager / finance.
- Create a ticket, flag Refund pending for a manager/admin to apply.
Key habits
- Never promise a refund before it's approved. Keep the reasoning in an internal note — never expose it to the customer. Point customers to the Stripe portal for invoices.
Routing keywords: “invoice”, “receipt”, “refund”, “charge”, “payment”, “VAT”, “cancel subscription”.
HR team
Handle internal people matters — confidentially.
What lands here
Employee OnboardingLeave & Time OffPayroll & BenefitsPerformance & DevelopmentEmployee RelationsPolicy & Compliance
Internal-employee focus — not recruitment. Marketing internships → Marketing.
Priority guide
| High | Grievance, payroll error, start-date onboarding |
| Medium | Routine leave, benefits, policy (default) |
| Low | General informational questions |
Not mine → route to
| Customer issue | Support team |
| Buying the product | Sales team |
| Press / internships | Marketing team |
| Unclear / general | General team |
Confidentiality
- Keep assessments in internal notes, never in replies.
- Mind who has access to the HR team — consider enforcing 2FA.
- Escalate grievances to HR leadership.
Key habits
- Use tickets to track multi-step cases (onboarding, grievance, payroll fix). Handle employee-relations matters with maximum discretion.
Routing keywords: “onboarding”, “leave”, “PTO”, “payroll”, “benefits”, “performance review”, “policy”, “grievance”.
General team
The front door — answer it, or route it to the right team fast.
What lands here
Information RequestAccount Management (org-wide)
Plus anything the router couldn't place (Needs Routing).
Priority guide
| Medium | Default for general inquiries |
| High | If it reveals something urgent (angry customer, security) before you transfer |
Goal: fast first touch + a correct hand-off — not to solve everything here.
Almost everything specific → route it
Product problem → Support team
Invoices / payments → Billing team
Buying / pricing / demo → Sales team
Jobs / staff HR → HR team
Press / partnerships → Marketing team
Obvious junk → Resolve as spam
Key habits
- Re-route with the header Team picker — with Create rule switched on it also trains routing so similar mail auto-routes next time. Answer trivial questions yourself; don't create work by transferring them.
- Mail that keeps needing manual transfer is a signal for admins to add a routing rule — flag the pattern.
Marketing team
Handle outward relationships — partnerships, press, campaigns.
What lands here
Brand CollaborationInfluencer & UGC OutreachMarketing InternshipPress & Media InquirySponsorship & Partnership
Priority guide
| High | Press inquiries, time-boxed opportunities (deadlines, launches) |
| Medium | Partnership / collaboration proposals (default) |
| Low | Cold / mass outreach with little fit |
Not mine → route to
| Buying the product | Sales team |
| Product problem | Support team |
| Invoice / payment | Billing team |
| Unclear / general | General team |
Leads & escalation
- Promising opportunity → Mark as lead + Create ticket.
- Significant partnerships / brand / legal → manager / founder.
- No-fit cold outreach → polite decline and resolve; flag Declined for a manager/admin to apply.
Key habits
- Treat press as High and acknowledge promptly. Keep standard responses (media kit, partnership criteria) in the KB for consistent, on-brand replies.
Routing keywords: “partnership”, “collaborate”, “press”, “media”, “sponsor”, “affiliate”, “internship”. Overlaps with Sales — lean on rule example text to separate buying intent from partnership intent.