Support Teams & Departments

Teams group support agents into specialized functional units (e.g. Tier-1 Triage, Billing & Finance, Clinical Engineering, DevOps Escalations). Teams serve as assignment targets for routing rules, queue filters, and ChatOps channel mirroring.

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1. Creating and Managing Teams

1. Go to Admin Panel → Teams.
2. Click Create Team.
3. Provide a team name and description:
   • Name: e.g. Cardiology Hardware Support
   • Description: e.g. Specialized diagnostic unit for telemetry, Holter monitors, and ECG hardware.
4. Add team members from your active staff roster.

Agents can belong to multiple teams simultaneously.

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2. Team Queues & Filter Views

• Team Queue: Agents can quickly view tickets assigned to their team by selecting the team name in the left navigation panel.
• My Teams Filter: Saved queue views can filter by team_id: "mine" so agents see tickets assigned to any department they are currently part of.
• Team Unassigned Queue: View tickets assigned to the department that have not yet been claimed by an individual agent.

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3. Team-Based ChatOps Routing

Each team can be mapped to a dedicated channel in your team chat platform (Slack, Microsoft Teams, Mattermost, Discord, Zulip):

• Tickets assigned to Clinical Engineering spawn threads in #eng-clinical-support.
• Tickets assigned to Billing spawn threads in #finance-tickets.

Configure team channel routes in Admin Panel → Integrations → ChatOps → Channel Routing.

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4. REST API Reference

Create a Team

POST /api/v1/teams
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "name": "Clinical Engineering Tier-2",
  "description": "Hardware and telemetry diagnostic response team"
}

Add Agent to Team

POST /api/v1/teams/{id}/members
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "user_id": "u_1001"
}

Remove Agent from Team

DELETE /api/v1/teams/{id}/members/{userId}
Authorization: Bearer <API_TOKEN>