1.9.3I have a team that contains the techs. My boss wants to received helpdesk emails. I tries to add it to the team (which gets the tickets auto-assigned), but I can't find how. The list of members on the modify team screen says it is done through agent maintenance. I have no agent menu item anywhere.
Here's how I do it: From the admin panel, Staff Tab, click the staff member's name (your boss in this case), and look near the bottom for a section labled Assigned Teams. Check the desired team box, and save.
As an FYI in 1.9.3 its the Staff tab. This tab was renamed in 1.9.4+ as Agent.