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Teams in the Thena platform provide a structured way to organize members, manage workflows, and handle ticket routing within your organization. They serve as the primary unit for work distribution and collaboration.
Teams can be organized hierarchically, allowing for parent-child relationships that reflect your organizational structure. A member can belong to multiple teams, each with specific roles and responsibilities.

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What is a team?

A team in Thena Platform represents a group of members who:
  • Work together on specific projects or areas
  • Share common workflows and processes
  • Handle related tickets and tasks
  • Have defined roles and permissions

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Team structure

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Team hierarchy

Parent teams

• Department level teams
• Broad responsibility areas
• Cross-functional groups
• Regional divisions

Sub teams

• Specialized units
• Project teams
• Product teams
• Support tiers

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Team types

Public teams

• Visible to all organization members
• Open for viewing and joining requests
• Transparent workflows

Private teams

• Limited visibility
• Invitation-only membership
• Protected resources

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Team settings

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Basic configuration

  • Team name and description
  • Team type (public/private)
  • Parent team association
  • Team icon and color
  • Member roles and permissions
  • Resource access levels
  • Workflow permissions
  • Integration access
  • Ticket assignment logic
  • Load balancing settings
  • Priority handling
  • Escalation paths

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Member management

Roles

• Team Admin: Full team control
• Team Lead: Operational management
• Member: Standard access
• Observer: Read-only access

Permissions

• Ticket management
• Resource access
• Configuration rights
• Member management

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Best practices

1

Team setup

  • Define clear team purpose
  • Establish team hierarchy
  • Set up access controls
  • Configure routing rules
2

Member management

  • Define role responsibilities
  • Document access levels
  • Set up onboarding process
  • Maintain member roster
3

Operations

  • Regular team reviews
  • Performance monitoring
  • Process documentation
  • Resource allocation

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API endpoints

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Sample team

{
  "name": "Customer Support",
  "description": "Primary support team handling customer inquiries",
  "type": "PUBLIC",
  "parentTeamId": "team-123",
  "icon": "https://example.com/icon.png",
  "color": "#FF5733"
}
When creating a team, the system will add additional fields in the response such as uid, organizationId, createdAt, updatedAt, isActive, and memberCount.

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Available operations

# List all teams
GET /v1/teams

# Create team
POST /v1/teams
Content-Type: application/json

# Get team by ID
GET /v1/teams/{id}

# Update team
PATCH /v1/teams/{id}
Content-Type: application/json

# Delete team
DELETE /v1/teams/{id}
All endpoints require authentication. Include your API key in the Authorization header.
For detailed API specifications, see Team Management
# List team members
GET /v1/teams/{id}/members

# Add team member
POST /v1/teams/{id}/members
Content-Type: application/json

# Remove team member
DELETE /v1/teams/{id}/members/{memberId}

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Add member request

{
  "userId": "user-123",
  "role": "MEMBER"
}
For detailed API specifications, see:
# Get team configuration
GET /v1/teams/{id}/configuration

# Update team configuration
PATCH /v1/teams/{id}/configuration
Content-Type: application/json

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Configuration request

{
  "workingHours": {
    "timezone": "America/New_York",
    "schedule": {
      "monday": [{"start": "09:00", "end": "17:00"}],
      "tuesday": [{"start": "09:00", "end": "17:00"}]
    }
  },
  "routingRules": {
    "assignmentStrategy": "ROUND_ROBIN",
    "priorityWeights": true
  }
}
For detailed API specifications, see Team Configuration

Organizations

Learn about organization management

Routing

Configure team routing rules

Tickets

Understand ticket management

Workflows

Set up team workflows