Tickets & support
Teams, routing & SLAs
A team is your organizing unit: its own queue, its own email address, its own rules.
Last updated September 2026
Creating and editing a team
Settings → Teams: click to add one, and every existing team can be renamed, have its member list changed, or be deleted from the same place. Deleting a team doesn't delete its past tickets; they just lose that team assignment.
Routing addresses
Turning on email-to-ticket for a team generates a working address instantly, with no DNS changes and nothing to configure. How many addresses you can have depends on your plan: Free includes 1 (fixed), Starter includes 1 and can buy up to 3, Growth includes 2 and can buy up to 6, and Suite has a custom allowance you arrange directly. Additional addresses beyond what's included are a small monthly add-on per address.
Want the address to look like your own domain instead of Go1Desk's? Forward [email protected] to it. See the connect your own email guide.
Auto-assignment
A new ticket for a team is assigned to whoever on that team currently has the fewest open tickets, an even split by default, with no manual triage step needed. Reassigning by hand at any point still works exactly as you'd expect.
Per-team due dates (SLAs)
Set a default resolution window (in days) for a team, and every new ticket for it gets a due date filled in the moment it's created. It's visible on the ticket, and tracked on the Performance and Escalations pages (owners only) as overdue once it passes.