Team Management in ServiceAI Enterprise

Please Note: This feature is available only with ServiceAI's Enterprise edition.

Effective team management in ServiceAI enables MSPs to control client access, improve security, and organize agents around specialized service areas.

By strategically assigning teams to specific clients or technologies, service providers can ensure the right technicians access the right information while maintaining necessary security boundaries and operational focus.

This article will focus solely on Team Management. For details on individual User Management, please see this article.

• About Team Management in ServiceAI
• Creating New Teams
• Team Assignment Strategy
• Team Management Best Practices

About Team Management in ServiceAI

Teams provide a powerful way to organize agents and control access to specific clients or resources within ServiceAI.

Accessing Team Management

From the Team tab overview, click Manage Teams to enter the team management interface.

Default Team Structure

ServiceAI includes a default All Access team that:

• Provides unrestricted access to all companies and resources
• Cannot be deleted or fundamentally modified
• Serves as a baseline for system-wide access
• Automatically includes new users created via the Skip - Create New option during user setup

Because new users are automatically assigned to the All Access team, they will have full visibility into all companies and resources from the start. If your organization requires more restrictive access, reassign these users to the appropriate teams after creation.

Creating New Teams

To create a custom team:

1. Click + New Team in the Team Management interface
2. Provide a descriptive team name
3. Add a detailed description of the team's purpose
4. Configure team-specific settings and permissions

Team Assignment Strategy

Effective team organization provides enhanced security through restricted access to sensitive client information, improved focus by ensuring agents see only relevant clients and data, specialized service delivery where different teams can handle specific client types or service levels, and simplified scalability for managing growing service desk operations.

You can assign the following to Teams:

Agents

• Limit which agents can access specific clients
• Create focused responsibility areas
• Improve security through access segmentation

Companies

• Restrict company visibility to designated teams (and the agents in them)
• Ensure sensitive client data remains compartmentalized
• Enable specialized service delivery models

Team Management Best Practices

User Setup

• Always use the Copy from User option when creating similar roles to keep role structures consistent
• New users created via Skip - Create New are automatically added to the All Access team — reassign them promptly if more restrictive access is needed
• Assign minimal necessary permissions initially, then expand as needed
• Regularly review and update user access permissions
• Use the impersonate feature to verify user experiences

Team Organization

• Create teams based on client types, service levels, or specialization areas
• Use descriptive names and detailed descriptions for teams
• Regularly audit team assignments to ensure proper access control
• Document team purposes and access policies

Security Considerations

• Immediately deactivate departing users rather than deleting accounts
• Regularly rotate passwords using the reset function
• Monitor last access dates to identify inactive accounts
• Use teams to implement the principle of least privilege access