3.5. Staff Teams

Staff Teams allow you to organize your support staff into different groups and assign specific teams to handle tickets from specific panels. This enables you to route different types of tickets to different support teams, ensuring the right people see the right tickets.

Understanding Staff Teams

Staff Teams are collections of Discord roles. When a ticket is created from a panel that has a team assigned, all members with roles in that team will automatically receive access to view and respond to the ticket. This makes it easy to organize your support structure.

Note: Teams are based on Discord roles, not individual users. When you add a role to a team, all members who have that role will be part of the team. This means you can manage team membership by simply assigning or removing roles in Discord.

The Default Team

Every server automatically has a "Default Team" that cannot be deleted. This team serves as a fallback:

Default Team Behavior

  • The Default Team is automatically created when you first access the Teams page
  • It cannot be deleted or renamed
  • If a ticket panel has no teams assigned, tickets created from that panel will use the Default Team
  • You can add roles to the Default Team just like any other team

Creating Teams

To create a new staff team:

1

Navigate to the Staff Teams page in your dashboard

2

Enter a team name in the "Create Team" section. Team names can be up to 100 characters long

3

Click "Submit" to create the team. The new team will appear in the teams list and can be selected immediately

Managing Teams

The Staff Teams page provides a two-column layout for managing your teams:

Left Column: Manage Teams

This section shows all your teams and allows you to:

  • Select a Team: Use the dropdown to choose which team you want to manage
  • View Team List: See all teams at a glance, with the Default Team clearly marked
  • Delete Teams: Remove teams you no longer need (Default Team cannot be deleted)

Right Column: Add Role

This section allows you to manage roles for the selected team:

  • Select a Role: Choose from all available Discord roles in your server
  • Add to Team: Click "Add To Team" to add the selected role to the currently selected team
  • View Team Members: See all roles currently in the team, displayed with their role names
  • Remove Roles: Click "Delete" next to any role to remove it from the team

Adding Roles to Teams

To add a Discord role to a team:

1

Select the team you want to add a role to from the dropdown in the left column

2

In the right column, use the "Select a role..." dropdown to choose a Discord role from your server

3

Click "Add To Team" to add the role. The role will immediately appear in the "Team Members" list below

Note: Roles that are already added to a team will not appear in the dropdown for that team. However, the same role can be added to multiple different teams if needed.

Removing Roles from Teams

To remove a role from a team:

1

Select the team containing the role you want to remove

2

Find the role in the "Team Members" list in the right column

3

Click the "Delete" button next to the role. The role will be immediately removed from the team

Deleting Teams

To delete a team:

1

Find the team you want to delete in the "Manage Teams" section (left column)

2

Click the "Delete" button next to the team name

3

Confirm the deletion in the confirmation dialog. The team and all its role assignments will be permanently removed

Warning: Deleting a team cannot be undone. If any ticket panels are assigned to the deleted team, they will need to be reconfigured to use a different team (or the Default Team). The Default Team cannot be deleted.

Assigning Teams to Panels

To make a team handle tickets from a specific panel:

1

Navigate to the Panels page and either create a new panel or edit an existing one

2

In the panel configuration, scroll to the "Ticket Properties" section

3

Find the "Support Teams" field (a multi-select dropdown)

4

Select one or more teams that should handle tickets from this panel. You can select multiple teams if you want multiple groups to have access

5

Save the panel configuration. If the panel is already posted to Discord, update it for the changes to take effect

Tip: If you don't assign any teams to a panel, tickets created from that panel will automatically use the Default Team. This ensures all tickets have at least one team assigned.

How Teams Work

When a ticket is created from a panel with assigned teams:

1

The bot identifies which teams are assigned to the panel that was used to create the ticket

2

All roles from all assigned teams are collected

3

Members with any of those roles automatically receive permissions to view and interact with the ticket channel

4

If no teams are assigned to the panel, the Default Team is used instead

Use Cases

Staff Teams are useful for various scenarios:

Separate Support Departments

Create different teams for different types of support (e.g., "Technical Support", "Billing Support", "General Support") and assign each team to relevant panels. This ensures tickets go to the right people.

Tiered Support Structure

Create teams for different support tiers (e.g., "Tier 1 Support", "Tier 2 Support", "Management") and assign multiple teams to panels so higher tiers can also see tickets that lower tiers are handling.

Language-Specific Teams

Create teams for different languages (e.g., "English Support", "Spanish Support") and assign them to panels that are used by speakers of those languages.

Specialized Teams

Create teams for specialized areas (e.g., "Bug Reports", "Feature Requests", "Account Issues") and route tickets to the appropriate specialists.

Saving Changes

Changes to teams (adding/removing roles, creating/deleting teams) are saved automatically when you perform the action. However, there is a "Save" button in the bottom-right corner that you can use to refresh the data and ensure everything is synchronized.

Note: Team changes take effect immediately. When you add or remove roles from a team, those changes will apply to new tickets created after the change. Existing tickets will continue to use the team configuration that was active when they were created.