Create Team

Create a new team to organize your MSP technicians for workload distribution, escalation paths, and customer assignment.

Team Configuration

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

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

API Reference

• POST /api/teams — Create new team
• POST /api/teams/:id/members — Add members to team
• POST /api/teams/:id/customers — Assign customers to team