Support teams
Overview
A support team is a named group of agents that tickets can be assigned to and mail rules routed to.
The benefit is that a ticket can belong to a group rather than a person. That is the difference between "sitting with somebody who is on holiday" and "sitting with the team that picks it up". A person can still take the ticket afterwards.
Not to be confused with the platform's teams: those group staff for reporting and ownership in general. Support teams are the target for ticket assignment and mail routing. Two terms, two purposes.
Core tasks
Create a team. Create team requires a name; description, members, team lead, brand and colour are optional. The list shows team, members, lead and active state.
Choose a brand or leave it open. Empty means across all brands. Separate teams per brand only pay off when genuinely different people answer.
Use as a routing target. Mail rules in Ticket settings can route incoming mail straight to a team — the way to establish ownership without daily manual work.
Deactivate rather than delete when a team is phased out: the assignment on existing tickets stays readable.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Creating and editing a team
| Field | Required | Values / format | What it does |
|---|---|---|---|
Name name | yes | text, max. 100 characters | What the team is called in assignment, filter and reporting. |
Description description | no | text, max. 500 characters | What the team is responsible for. It helps when assigning and several teams would fit. |
Members memberIds | no | several employees | Who belongs to it. A ticket assigned to the team appears in every member's work list until someone takes it. |
Lead leadId | no | an employee | Who leads the team. The target for escalations and notifications about missed deadlines. |
Colour color | no | colour value, max. 9 characters | Colour of the team marker in lists. |
Brand brandId | no | one of your brands | Limits the team to one brand. Empty means across brands. |
Order sortOrder | no | number | Position in the selection. |
Active active | no | yes/no | Off means no longer assignable; existing assignments remain. |
Settings & permissions
- Module
module.tickets. - Permission
tickets.team.manage— a distinct permission, separate from the rest of the ticket
configuration.
- A team grants no permissions. Being in a team does not make anyone see more; visibility is
decided by tickets.ticket.view.
- The colour serves recognisability in lists.
FAQ & troubleshooting
A team member cannot see the team's tickets. As expected — membership grants no permissions. Check the account's role.
Mail is not routed to the team. Check the mail rule in Ticket settings and whether the team is active.
The team does not appear for selection. Check the active state and the brand: a brand-bound team appears only there.
What are the platform teams for, then? They group in general — for reporting and ownership outside support, see Teams.