SAP JAM work pattern for SAP C4C Service ticket

Can anybody familiar with the SAP JAM Work pattern for SAP Cloud for Customer Service tickets answer these questions?
My client would like to use SAP JAM groups in Service tickets in the following way:
C4C service agents raise service tickets which are then worked on by back-office departments (who don't have access to C4C but will collaborate on ticket resolution via SAP JAM)
Back-office departments work on a high volume of tickets so having one JAM group per ticket is not practical. Instead we would like to have one JAM group per department
Departmental JAM groups should be created in JAM independently from C4C
Upon ticket creation in C4C, the service agent should be able to select the relevant departmental JAM group to collaborate and start a discussion topic
The agent should be able to easily pick up any update/reply from the back office team on the topic he created
Is the scenario above supported? In particular, how can one predefine/auto-select which JAM group is assigned to a service ticket?

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