Support Teams

A Support Team represents an internal department (e.g., "IT Help Desk", "Engineering", "HR") that receives and resolves tickets. It acts as the routing layer between the channels where your users ask for help and the agents who provide support.

Anatomy of a Support Team

Every Support Team consists of three core elements:

1. Source Channels: The Slack channels where users ask questions and react with emojis to create tickets.
2. Triage Channel: The single, dedicated Slack channel where agents receive ticket cards and manage the work.
3. Agents: The human operators authorized to resolve tickets routed to this team.

Channel Exclusivity Rules

To reduce ambiguity during routing, Treqdesk strictly enforces how channels can be assigned.

Because a Triage Channel is exclusively for agents to manage work, you cannot create a ticket from within a Triage Channel.

Agents

Agents are the humans answering the tickets. Since they are billed at the Workspace level, an agent can belong to multiple Support Teams simultaneously without consuming extra seats.

Status & Availability

A Support Team can be in one of three states. These states dictate whether or not tickets can be routed to the team.

Active

The team is fully functional and ready to route tickets. When a user creates a ticket in a mapped Source Channel, it will successfully appear in the Triage Channel.

Default vs normal teams

Every workspace has one default support team. If someone reacts with 🎫 in a channel that isn’t explicitly mapped to any team (and isn’t itself a triage channel), the ticket is still created — it is routed to the default team as long as the bot is a member of that channel. This guarantees every reaction succeeds without errors, even if your workspace is still configuring teams.

A normal (regular) team is simply any other support team you create and map source channels to. You can have multiple of these on Pro; on Free you are limited to one team, which also serves as the default.

Misconfigured

The team exists in the database, but its Slack channel configuration is broken.

• What triggers this: This usually happens if the configured Triage channel was archived or deleted in Slack, or if the Treqdesk bot was kicked out of the channel.
• App Behavior: Ticket routing is temporarily blocked. If a user tries to create a ticket mapped to this team, they will receive an error message. The /mytickets app home will display a ⚠️ [misconfigured] badge next to the team name and show a warning banner.
• How to fix: The workspace Owner must navigate to the Treqdesk App Home in Slack, click Manage Teams, select the misconfigured team, provide a valid, accessible Triage Channel, and hit Save.

Inactive

The team has been explicitly soft-deleted by the workspace Owner.

• What triggers this: The workspace Owner selects "Deactivate this team" from within the Manage Teams modal in the App Home.
• App Behavior: The team no longer accepts new tickets. It will not appear as an option for routing, and users cannot create tickets for this team. Existing tickets associated with the team remain in the database for historical purposes but cannot be interacted with. The team name will show up with a 🚫 [inactive] badge in workspace configuration menus.
• How to fix: The workspace Owner can navigate to the App Home, click Manage Teams, select the inactive team, check "Reactivate this team", and hit Save.

Ready to configure?

If you understand the rules for Source and Triage channels, you can follow the Managing Support Teams Guide to step through the setup process.