> ## Documentation Index > Fetch the complete documentation index at: https://docs.cleanscan.io/docs/llms.txt > Use this file to discover all available pages before exploring further. # Teams and Issue Routing > Learn how CleanScan teams are structured, how issues route to the right people, and how zone assignments control who sees what work. CleanScan routes issues to people, not inboxes. The mechanism that makes this work is the team: a named group of resolvers assigned to specific zones and categories. When an issue is created, CleanScan looks at the zone it came from, the category it belongs to, and the routing rules you've configured, then delivers it to the right team's queue — no manual forwarding required. ## Teams A team is the primary organizational unit for everyone who resolves issues in CleanScan. Teams have two types: * **Internal teams** belong to a facility organization. Members are facility employees — maintenance staff, housekeeping, front desk. Internal teams are created and managed by the facility manager. * **External teams** belong to a contractor organization. Members are contractor workers — porters, supervisors, cleaning staff. External teams are linked to a facility through a service relationship. A single facility can have both internal and external teams working at the same time. Routing rules determine which team receives which issues. ## Team members Team members are added by name and phone number. They log in to the CleanScan mobile app using phone OTP — a one-time SMS code, no password required. One person can belong to multiple teams, including teams across different facilities. If you work at three client sites, you have one login and a facility picker when you open the app. Contractor managers add their own workers to the contractor organization's roster. Facility managers never manage contractor workers directly — they manage the service relationship with the contractor organization, and the contractor manages their people. ## Zone assignments Teams are assigned to zones, not to individuals. Every member of a team can see and resolve issues in that team's assigned zones. * If a team has no zone assignments, its members can access all zones in the facility. This is the default for internal teams and works well for small facilities. * Assigning a team to a parent zone automatically grants access to all child zones within it. * External teams have access only to the zones defined in their service relationship scope. Use zone assignments to give your contractor access to only the zones they're responsible for. A cleaning contractor doesn't need to see HVAC issues in the mechanical room. ## Routing rules When an issue is created, routing rules determine which team receives it. Three rules apply, in order: All teams assigned to the zone where the issue was reported receive it. If three teams are assigned to the locker room, all three see the new issue. Specific categories route to specific teams. You configure this when setting up a service relationship or team assignment. Examples: * "Cleaning Needed" → ABC Cleaning (external team) * "HVAC Issue" → Internal Maintenance (internal team) * "Safety Hazard" → All teams in zone Category-based routing uses your organization's own categories — not a hardcoded list — so routing rules reflect the issue types you've actually defined. Any issue at critical priority triggers immediate notification to all teams assigned to that zone, regardless of category routing. If a Safety Hazard is critical, every team at that location hears about it immediately. Routing rules live on the service relationship and zone assignments — not on individual issues. When you update a routing rule, it applies to all future issues in the affected zones. ## Adding internal staff In your facility dashboard, go to **People** and click **Add team**. Choose "Internal" as the team type and give it a name (e.g., "Maintenance" or "Housekeeping"). Click **Add member** and enter the person's name and phone number. CleanScan sends them an SMS with login instructions for the mobile app. Go to the team's zone assignments and select which zones this team should handle. Leave it empty to give them access to all zones. Optionally, configure which categories route to this team. If you leave this unconfigured, the team receives all issues in their assigned zones. ## Adding contractor workers Contractor workers are managed by the contractor organization, not the facility. You don't add contractor workers directly. Instead, you invite the contractor organization and configure the service relationship — which zones they have access to and which categories route to them. The contractor manager handles their own team roster. See [Connecting contractors](/facilities/connecting-contractors) for the full setup flow. Add workers from your contractor dashboard under **Team**. Enter each person's name and phone number. When your organization has an active service relationship with a facility, your workers automatically have access to the zones in scope — no additional configuration required at the facility level. See [Team management](/contractors/team-management) for the full roster management guide. Understand how contractor organizations connect to facilities and how scope is defined. See how routing and categories interact with issue creation and alerting. Add workers, manage availability, and assign teams to client facilities. Understand how zone assignments translate to physical spaces in your building.