Three terms come up constantly in CLASP, and getting them straight makes everything else easier:
- Provider is your whole helpdesk account - your company's entire CLASP subscription, including all agents, tickets, and settings.
- Brand is a distinct support portal within your provider account. If you support more than one product or company name, each can have its own brand with its own domain, logo, colors, knowledge base, and email templates - while still sharing the same agents and back-office data.
- Team is a group of agents that tickets can be assigned to as a unit, rather than to one individual. Teams can have a default/backup agent and support round-robin assignment so incoming work is spread out automatically.
Most providers start with a single default brand and a single default team, and add more of each only as they need to separate audiences or workflows.