Teams

Teams give IT, Facilities, HR, or any other group their own tickets. Staff choose what they need help with when they ask, the request lands in that team's queue, and each technician works their own team's tickets.

Find it under Admin → Teams.

Turning it on

1. Name the team you have today — usually "IT". Every ticket and technician you already have belongs to it. Nothing changes yet.
2. Add a second team, like "Facilities". This is the moment Teams turns on.
3. Choose who works where in the membership table on the same page. Each technician belongs to one team.
4. Give each team its categories. When you edit a category you can pick its team; staff who choose Facilities see only Facilities categories.

A district that only ever has one team never sees any of this.

What changes when Teams is on

• The request form asks "What do you need help with?" as its first, required question, and the category list then shows only that team's categories. Links and QR room tags keep working.
• Technicians see their own team's tickets — in the queue, in search, on the wall display, in reports, and in Ask Lumen.
• Administrators see every team, with a Team filter on the queue.
• School auto-assignment only picks a technician on the ticket's team. A Facilities request at a school whose technician is on IT waits in the Facilities queue, and the Facilities team is notified.
• Moving a ticket: on the ticket page, choose a different team and click Move. If the assigned technician works in another team, the ticket becomes unassigned; if its category belongs to the old team, the category is cleared. Both are written to the timeline.
• Intake addresses can send email to a team — for example facilities@ straight into the Facilities queue.

What Teams is not

Teams is not for confidential records. Administrators can see every team's tickets. Keep sensitive HR investigations and similar matters out of the help desk.

Replies to staff still come from your main support address.