Yes, you can customize almost everything (except for some standardized ticket states like open and closed, and the standard ticket sources. To add/change/delete teams check the top part of the
Configuration -> Ticket Content page. After creating a new team you'll have to assign one or more ticket types (the table under teams) and add one or more agents to the team (using the users table on the
Configuration -> User Access & Roles page) to make full use of the team.
