Set up teams to manage intake

When matters are created by your business users you can have the appropriate people notified by using 'Teams'

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Written by Chinmayee
Updated over a week ago

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All matters that land in your intake queue are visible to users who have the ‘manage intake’ permission. It can be challenging for larger organizations to triage the intake queue when there are multiple legal teams specializing in different matter types. With the team intake feature enabled, users will only see matters that have been assigned to their team, making the triage process easier.

Below is the concept and process of setting up teams to manage intake:

  • A team is just a group of people.

  • That team is then associated with a 'Matter type'

  • Whenever a new matter of that type is created (without a dedicated matter owner), the appropriate team of people is notified.

  • The team can then check the intake queue and pick up the matter to either assign it to someone else or begin work on it.

For a detailed guide on creating and managing Teams, please click here.

Associating teams with Matter types

Note: Before you can manage matter types, you will first need to ensure that you have the 'Organization admin' role.

1 - To associate a Team to a matter type, click on Organization Settings > Matter management > Matter types settings

2 - You'll see a similar interface that lists all of the 'Matter types' for your organization. Select the matter type, go to the Settings tab, assign the team under Team Ownership, and click Apply now.

3 - The team assignment modal will appear. You can select Change team to assign the team only to new matters created. If you wish to assign the team to current active matters, as well as to newly created matters going forward, ensure you select Change team and reassign matters.

The matters assigned to the user's team will fall in the "Intake" grid, streamlining the intake queue triage process.

Please note that the matters listed in the Intake queue may vary for different users, depending on the number of teams they are affiliated with.

When working on a matter, the 'Team' selection will be shown on the left side of the 'Matter Details' area.

You can change this at any time and if you do, you'll be prompted to either:

  • Change the team only

  • Change the team and send the matter back to intake for the new team - if you choose this option, people in that team will be notified (according to their notification preferences).

Filtering your matter list to find matters associated with teams

​NOTE: If you're not sure how to customize your matter grid, then check out this article.

Matters that are assigned to the team/s you are a part of will fall under the "Intake" grid. However, if you belong to multiple teams, you may have lists of items in the queue and may wish to identify and sort items related to a specific team.

You can filter the matters by adding the 'Team' column to the Matter Grid.

After adding the column, click on the filter icon at the top of the column and choose the teams that you would like to show. Once you've set the grid up however you like you can use the 'Saved views' feature to quickly get back to that view anytime.

How to Manage Notifications for Intake Queue

To turn on Intake notifications, go to your Profile > Notifications. Scroll through notifications to find 'Intake notifications'. It will show you the list of Teams you are a member of.

You can decide if you want email, in-app, or all notifications. Every time a matter hits the intake queue and is assigned to your team, you will be notified of it.

You can also choose to designate a specific user or set a default matter manager on a matter type level. To know more about this, click here.

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