Queues and Teams

The problem

Every helpdesk starts with one inbox. Then payroll asks for somewhere to send HR tickets that the contractors cannot read, the network team wants the circuit-down calls before anyone else sees them, and the shared inbox becomes a place work goes to wait. Tickets get picked by whoever looks first, which means the fastest person gets the most work and the hardest tickets get none.

For an MSP it compounds. The client wants to file into the MSP’s escalation queue but must not see the MSP’s internal triage. The MSP needs to see everything the client files. Most tools solve this by giving the client a login to the MSP’s helpdesk, which is not the same thing at all.

What Solidlio does about it

A queue is a bucket with its own members, routing rules, assignment policy, SLA targets and alerts. Rules put arriving tickets into the right one automatically, by category, source, priority, tag or originating organization. Restricting a queue hides both the queue and the tickets in it from anyone who is not a member or explicitly granted — including through a team, so access follows your directory groups rather than a list you maintain by hand. And because a managed client is a separate tenant, an MSP publishes individual queues down into a client organization and controls, per client, whether everyone there can use it or only named people.

Capabilities

Built for MSPs and their clients

A shared queue is not a shared login. The MSP owns the queue; the client gets a scoped view of it; each side controls its own people.

Two structural guarantees fall out of this: a client organization can never hide a ticket from the MSP that runs its helpdesk, and an MSP can never make a client’s own data disappear by routing it into an MSP-internal queue. Data ownership beats queue containment in both directions.

How it works

1. Create the queue — name it, choose its access mode, pick an assignment method and set SLA targets. Members and rules become available once it exists.
2. Add the people who work it — members receive auto-assigned tickets and the queue’s alerts. Flag a senior agent as lead and they can manage the roster without being an administrator.
3. Write the routing rules — each rule matches one attribute and claims the ticket for the queue. Highest priority wins; anything unmatched falls to the organization’s default queue.
4. Restrict it, if it holds sensitive work — switch the mode to Restricted and grant the people and teams who belong. Everyone else stops seeing the queue and its tickets.
5. Share it with a client — pick a managed client organization, then choose whether everyone there can file into it or only named people and teams.
6. Work the queue — tickets arrive routed and, if you want, already assigned. Anything mis-routed can be moved from the ticket itself, and the move is recorded.

Compliance and audit

• Every queue move is recorded on the ticket’s activity trail with the acting person, the source queue, the destination queue and a timestamp — and is written before the API responds, so a recorded move always happened.
• The trail stores queue names, not identifiers, so it stays readable after a queue is renamed or deleted.
• Access is deny-by-default and unprobeable. A queue you hold no authority over returns “not found” rather than “forbidden”, so identifiers cannot be enumerated by trial.
• Membership cannot cross a tenant. A person can only join a team or a queue if they already belong to that organization or its account; someone outside the boundary is indistinguishable from someone who does not exist.
• Directory-linked teams refuse manual edits, so a SCIM-governed access list cannot be quietly amended in the product.

Editions

Queues and teams carry no plan gate. Every capability above is available on every tier, including Free.

MSP tiers shown. Customer tiers map as Free / Essentials → Professional → Business → Enterprise, with SLA policies from Professional and business-hours calendars from Business.

Teams themselves are available on every tier; only the SCIM mirroring is Enterprise, because it requires a configured SSO provider, which is where the plan gate sits.

Integrations

• Microsoft 365 — give a shared mailbox a default queue, and route individual senders or subjects to other queues from there.
• SCIM — mirror identity-provider groups into teams; membership reconciles on every directory change.