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

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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

Organizations

Learn about organization management

Routing

Configure team routing rules

Tickets

Understand ticket management

Workflows

Set up team workflows