Messaging to my helpdesk

I am looking for a little advice on how to setup a team “A” comprised of all my users that will allow them to request help by typing in a keyword. When the keyword appears in the Team “A” chat, it will send a message to the proper team “B” with the user’s name and message. It wouldn’t be very efficient for the team to have to monitor the entire team “A” chat. I thought that using the @mentions was supposed to send the message to the specified person only, but it only highlights their name… Not very useful. Any help would be greatly appreciated.