Managing the team that receives your fault reports

When someone at your site reports a fault, it doesn't go to a person — it goes to a team. The team is the shared queue that your organisation's facilities people (or whoever handles problems for you) work through together. This article explains how to see that team and manage who's in it.

In a nutshell: Faults raised by your people land in your organisation's default fault team. You can add or remove team members and decide who's a lead — but the team itself, and which team is the default, are set up for you by your platform administrator.

Who this is for

Site administrators and team leads. If you can't see Site Config → Teams, you don't have permission to manage teams — ask your site administrator.

Where fault reports go

Every fault raised by someone in your organisation at a site is routed automatically to your default fault team for that site. There's nothing the reporter has to choose — they click Report a Fault, and it lands in the right queue.

A few things worth knowing:

• Teams belong to one organisation at one site. If your organisation operates at more than one building, each has its own team.
• The team's members are who receive faults. Everyone you add to the team sees incoming faults in the shared queue and can pick them up — so keep its membership up to date.
• Which team is the default, and any category-based routing, are configured by your platform administrator — not editable in the app.

Finding your fault team

1. Open Site Config and choose Teams.
2. You'll see every team your organisation has at the current site. The team that receives fault reports is marked with a Default badge.
3. Click a team's name to open it.

Inside a team you'll see:

• Attributes — badges such as Default ticket team (this team receives your faults) and Shared (the building owner can route faults to this team — see Escalating a fault to another organisation).
• Description — a short note on what the team handles, if one has been set.
• Members — everyone in the team and their role.

Managing team members

Open the team, then use the Members section.

Add a member

1. Click Add Member.
2. Choose a User from your organisation.
3. Choose a Role — Member or Lead (see below).
4. Click Add.

Only people who belong to your organisation can be added to your team.

Change someone's role

1. Next to a member, click the edit (pencil) icon.
2. Switch their role between Member and Lead.
3. Click the tick to save, or the cross to cancel.

Remove a member

1. Next to a member, click the remove person icon.
2. Confirm by clicking Remove.

Removing someone from the team takes them off the queue — they'll no longer see or work faults owned by this team. It doesn't remove them from your organisation.

Member vs Lead

A team can have as many leads as you like. Make sure at least one person is a lead so the team can be maintained.

What you can't change here (and who can)

Some things are set up for you and aren't editable in the app. Contact your platform administrator if you need any of these changed:

• Adding or removing a team — the Teams page will remind you: "Teams are provisioned automatically — contact your platform administrator to add or remove teams."
• Which team is the default fault team.
• Category routing (e.g. sending Electrical faults to a specialist team).
• Sharing a team with the building owner, or the escalation paths available to you (which organisations you can transfer faults to).

Related articles

• Managing your fault reports
• Escalating a fault to another organisation

Updated on: 15/07/2026