Teams

Organize your MSP technicians into teams for workload distribution, escalation paths, and customer assignment. Teams enable structured access control and efficient ticket routing.

Team List

View and manage all teams in your organization:

ColumnDescription
Team NameDisplay name of the team
MembersNumber of technicians in the team
Team LeadPrimary point of contact for escalations
Assigned CustomersNumber of customers assigned to this team
Open TicketsCurrent ticket count for the team
StatusActive or Inactive

Creating a Team

Click "Create Team" and configure the following:

Team Name

Required. Descriptive name like "Tier 1 Support", "Security Team", or "Enterprise Accounts".

Description

Optional. Brief description of the team's responsibilities and scope.

Team Lead

Select the primary lead responsible for escalations and team performance.

Members

Add technicians to the team. Technicians can belong to multiple teams.

Default Permissions

Set baseline permissions for team members (can be overridden per technician).

Team Types

Support Tiers

Organize by support level for escalation workflows:

  • Tier 1 — First response, common issues, password resets
  • Tier 2 — Complex troubleshooting, configuration changes
  • Tier 3 — Advanced engineering, security incidents

Specialization Teams

Organize by technical specialty:

  • Security Team — Security incidents, compliance, Defender
  • Identity Team — Entra ID, MFA, Conditional Access
  • Device Team — Intune, Autopilot, endpoint management
  • Exchange Team — Mail flow, mailboxes, migrations

Account Teams

Organize by customer segment:

  • Enterprise — Large customers with dedicated support
  • SMB — Small and medium business customers
  • VIP — High-priority customers with premium SLAs

Customer Assignment

Assign customers to teams for organized support coverage:

Primary Team

The default team that handles tickets for this customer. New tickets are automatically routed to the primary team's queue.

Secondary Teams

Additional teams with access to customer for escalation or specialized support.

Access Inheritance

All team members inherit access to assigned customers based on team permissions.

Ticket Routing

Configure how tickets are distributed within teams:

Round Robin

Tickets assigned evenly across available team members in rotation.

Load Balanced

Assign to technician with lowest current ticket count.

Skill Based

Route based on ticket category matching technician skills.

Manual

Tickets go to team queue for manual assignment by team lead.

Escalation Paths

Define how tickets escalate between teams:

  1. Ticket created and assigned to Tier 1 team
  2. If unresolved after SLA threshold, escalate to Tier 2
  3. Tier 2 can escalate to specialized team (Security, Identity, etc.)
  4. Critical issues can skip tiers and go directly to Tier 3

Tip: Configure escalation rules in Automation → Workflows to automatically escalate tickets based on time or priority.

Team Metrics

Track team performance with built-in metrics:

4.2h

Avg Response Time

94%

SLA Compliance

4.8

Avg CSAT Score

  • Tickets resolved vs escalated ratio
  • First contact resolution rate
  • Average handle time by ticket type
  • Workload distribution across members

On-Call Schedules

Define after-hours coverage for teams:

  • Set business hours for the team
  • Configure on-call rotation schedule
  • Define escalation for unanswered after-hours tickets
  • Integrate with PagerDuty, OpsGenie, or similar tools

API Reference

GET /api/teams

List all teams

POST /api/teams

Create new team

PUT /api/teams/:id

Update team details

POST /api/teams/:id/members

Add members to team

GET /api/teams/:id/metrics

Get team performance metrics

POST /api/teams/:id/customers

Assign customers to team