Your support team — Gorilla Dash

The support team is the set of people marked as active support members for your organisation. It is a specific list, not everyone with an admin role.

What being on it changes

They can be assigned tickets.
They appear in the CC team, so they can be copied on customer replies.
They are treated as your support side in the ticket's history — which is what decides whether a reply moves a ticket to Waiting on User or User Responded.

AN ADMIN ROLE IS NOT THE SAME AS SUPPORT STAFF

Plenty of people hold an owner or admin role and have nothing to do with support. Only the people actually marked as support members count — so keep the list to the team that really answers tickets.

Managing the list

Add people as they join the team and remove them when they leave it. Before removing someone, reassign their open tickets — those do not move on their own and end up owned by a name nobody can select.

A forwarding address

A support forward address can be configured so tickets can be pushed on to another system or shared mailbox where your process needs it.