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Real-Time Team Collaboration for Help Desk and IT Support
Codenica ITSM + ITAM enhances team collaboration by providing real-time visibility of agent activity, clear ticket ownership, and coordinated task management across the entire service desk. The system helps avoid conflicts, supports structured communication, and enables teams to resolve issues faster. The cloud-based architecture ensures consistent collaboration and ticket handling across devices and locations.
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Team Collaboration Based on Clear Rules and Responsibility
Effective teamwork in an IT environment requires more than just a shared list of tickets. Codenica ITSM + ITAM enables structured team collaboration through a clear division of roles, responsibilities, and competencies, allowing agents with different specializations to work together smoothly. As a result, tickets are handled faster, knowledge is shared naturally, and teams can operate consistently even when managing a large number of parallel requests.
Specialized Teams
The Codenica ITSM + ITAM ticketing system allows organizations to create teams specialized in specific support areas, such as infrastructure, applications, or end-user support. This structure makes it possible to route tickets directly to agents with the appropriate expertise, reducing response times and improving the quality of resolutions.
Agent Roles and Responsibilities
A flexible permission mechanism makes it possible to precisely define the scope of actions available to individual agents within the application. Roles can be tailored to experience level, responsibility, and job scope, supporting data security and maintaining order in team operations. Each agent sees and performs exactly what is required to effectively carry out their tasks.
Team Support and Mentoring
The observer feature allows experienced agents to monitor selected tickets and support less experienced team members. This enables natural knowledge transfer, decision consultation, and the development of shared working standards, without interfering with ownership or responsibility for ticket resolution.
Teamwork Collision Detection System
In help desk and service desk teams, a common issue is multiple agents working simultaneously on the same ticket or asset. Codenica ITSM + ITAM uses visual collision detection mechanisms that display other agents’ activity in real time. This allows teams to avoid data overwrites, conflicting changes, and misunderstandings caused by parallel work.
Last Activity Status Icon in a Ticket
Each ticket in Codenica ITSM + ITAM includes a visual indicator showing who last modified it. This allows agents to quickly assess whether the ticket is up to date and decide if further action is required.
Last Update Made by You
The check icon indicates that you were the last person to edit the ticket. This confirms that you are working with the most recent state of the case and that no background changes were made by other agents.
Changes Made by Another Agent
The headset icon indicates that the ticket was recently updated by another agent. This is a clear signal to review the latest changes before taking further action, helping prevent duplicated work or conflicting decisions.
Update from the Client Side
The user icon indicates that the most recent update was made by the client or the reporting employee. This may include new information, a reply, or additional details that require attention from the help desk team.
Meaning of the Avatar Border Color
The avatar border color shows, in real time, how other agents are interacting with a given system item. This helps the team avoid conflicts, prevents duplicated work, and clearly indicates when it is safe to edit data.
White Avatar Border
A white border indicates no active work on the item. The agent is browsing lists or navigating the system without opening item details. This means the item is not currently being reviewed or edited.
Blue Avatar Border
A blue border indicates that the agent is viewing item details, such as a ticket or an asset, without making any changes. The data is being reviewed only, which means there is no risk of edit conflicts.
Orange Avatar Border
An orange border signals active editing of the item by an agent. This is a clear warning to the team that data is currently being modified and that other changes should be postponed.
Green Avatar Border
A green border indicates that multiple agents are viewing item details simultaneously without editing. This typically occurs during consultations or joint analysis and does not pose a risk of data overwriting.
Pink Avatar Border
A pink border warns that an item being viewed by other agents is simultaneously being edited. This signals increased caution and indicates that changes to the data may occur.
Red Avatar Border
A red border indicates a direct conflict, where multiple agents are editing the same item at the same time. In this situation, the application clearly signals the need for immediate team coordination.
Quick Orientation in Team Collaboration
In day-to-day teamwork, it is crucial to quickly understand where other agents are in the system and what they are currently working on. The sidebar acts as a clear reference point that helps interpret team activity and avatar indicators at a glance.
The Sidebar as a Team Activity Reference
The sidebar allows agents to quickly associate avatar icons with specific areas of the system, such as tickets, assets, or planning. This makes it easy to see where other team members are currently working and whether a given section is actively used. This simple visual reference significantly improves situational awareness, shortens reaction time, and supports smooth collaboration without the need for additional communication.
Meaning of the Avatar Icon Background Color
The background color of the avatar icon indicates the agent’s current working mode within a given system section. It provides a quick visual signal that helps the team understand whether someone is browsing lists, working on details, or adding new data.
Blue Background - List View Mode
A blue background means the agent is browsing a list of items such as tickets or assets in a grid or table view. This is an overview mode used for quickly reviewing a larger number of records without opening individual details.
Green Background - Detail View Mode
A green background indicates that the agent is working on the details of a specific item, such as a ticket or an asset. This usually means focused analysis or preparation of changes related to a single object.
Purple Background - Adding New Data
A purple background signals that the agent is in the process of adding new items, such as tickets, assets, or documents. This clearly indicates that new data is being entered into the system and helps the team avoid parallel or duplicated actions.
