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Ticketing system for customer and employee requests
A ticketing system turns customer and employee requests from isolated email messages into cases that can be managed from start to finish. It allows your team to receive requests, assign them to the right people, set priorities, track deadlines, link tickets with devices, software and documents, and keep the conversation together until the issue is resolved. Use the Codenica software as a straightforward help desk for a small business or extend request handling into service desk and ITSM processes. Codenica Cloud runs in Microsoft Azure. With the On-Premise edition, you install the application on your own server inside your company, so your data stays within your organization.
Ticketing system for incidents and service requests
Not every case needs the same response. A failed printer, a computer that will not start or a missing connection to an important service is an incident that may stop one user or an entire team from working. A request to prepare a workstation, install software, purchase a license or handle a complaint is a service request. A ticketing system separates these cases at the beginning of the support process. A help desk agent can then see what needs immediate attention, while a service desk team can handle planned work according to an agreed process. A small business can manage its requests with the Starter license. If you need broader service desk processes, approvals, SLA-based work and support at a larger scale, Enterprise is the appropriate level. This helps you fit the ticketing system to the way your organization actually works, without calling every case an ITSM process.
Incidents
An incident is an outage, error or sudden deterioration in a service. In the Codenica system, you can describe the issue, record its impact, urgency and priority, and assign the ticket to a person or team. The complete history stays with the case: replies, notes, attachments, tasks and status changes. If the issue concerns a computer or another asset, the agent can immediately view its record. A ticketing system like this helps the team identify the cause more quickly and give the person who reported the issue a useful answer, instead of replying to several separate messages without shared context.
Service requests
A service request describes a planned need from an employee or customer. It may concern a new computer, device, application, license, access right, workstation setup, service or complaint. Ticket management software lets your team collect the requirements, add documents, create tasks and pass the case to the right group. The requester can see the status, while the person responsible has a clear view of what needs to be prepared and who should take the next step. This keeps request handling from depending on one employee's memory or on the accidental order in which emails are answered.
Ticketing system with asset records and documents
A ticket description is not always enough to understand the problem. Saying that a computer does not work may mean a failing drive, outdated software, a missing license, a USB device issue or an error that has already appeared before. That is why the Codenica system can connect tickets with records of hardware, devices, software, licenses, documents and other company assets. The agent sees the relevant asset, its key details and related cases directly from the ticket. When computer data comes from automated inventory, the team can use it during diagnosis without copying information by hand from a spreadsheet. Good request handling starts with the data already in the system, rather than with another question sent to the user.
Assets, inventory and documents in a ticket
A ticket management system does not have to be separate from asset records. In the Codenica application, you can link a ticket with a computer, device, software, license, contract, document or custom asset model. For a computer-related case, the agent can check information entered manually or collected by the Codenica Insight Agent as part of automated inventory. The team can see which hardware and software belong to the workstation, what changes have been recorded and whether a similar issue was reported before. This matters especially for teams supporting many workstations, locations or customers. An agent does not have to ask the same questions or look for information in several places. The relevant context helps the team move from the ticket to the specific asset and plan the next support step. The Codenica application therefore brings ticketing, asset records and automated inventory into one workflow.
Fit the ticketing system to the way you work
A manufacturing company, online store, accounting office, IT department and external service provider all deal with different cases and follow different procedures. Codenica software does not force one form on every team. You can configure ticket types and statuses, categories, tags, teams, companies, locations, departments, priorities, urgency, impact and SLA rules. You can also decide what information should be recorded and which records a ticket may be linked to. This lets the ticketing system work as a simple help desk or as part of a larger service desk and ITSM operation. Start with everyday request handling and extend the setup as your team and organization grow. Cloud and On-Premise use the same working model; they differ in where the application is deployed and where data is stored.
Information that keeps request handling organized
- A well-configured ticketing system can link a request to a company, location, department, team, user and asset. The team knows who needs help, what the case concerns and who should take responsibility.
- Help desk software can keep emails, notes, attachments, approvals, tasks and work time with the correct ticket. The request history stays together instead of being split between several tools.
- A help desk system can use SLAs, categories, tags, urgency, impact and priority. You can write the request in a rich text editor, add files and link it with other incidents.
Requests, approvals and costs in one ticket
Request handling often continues beyond the help desk. An employee needs a computer, a customer needs a device replaced, a department wants to buy a license and a service team first needs approval for the expense. In the Codenica system, these cases do not have to be managed in a separate chain of emails. The request can be described in the ticket, linked with assets and documents, split into tasks, assigned costs and sent for approval. Everyone involved can see what the request concerns, who has to decide and what should happen after it is approved. This is a practical part of request handling in a company where technical support works together with purchasing, administration or customer service.
Submit a request
An employee or customer can submit a request for hardware, a device, license, application, service or another company asset. The person handling the ticket can add details, attach the required files and assign actions to the right people. A ticketing system keeps the requirements, decisions and information about what should be delivered or done with the case. The request does not remain a vague sentence in an email. The team receives a case that can be assigned, tracked, linked with an asset and brought to completion.
Approve a purchase
When completing a request requires a purchase, the responsible person can collect approval directly in the case. The decision, comments, costs and next steps remain in the ticket history. This makes it easier to pass the case between the support team, a manager and the person completing the purchase. In a larger organization, this structure supports a service desk process. In a small business, it simply makes clear who approved the expense and why the request was completed.
A clear workflow in ticket management software
Good ticket management software should do more than assign a number to a request. What happens afterwards matters: assigning the case, collecting information, replying, completing a task, passing the work to another team, resolving the issue and closing the ticket. The Codenica application keeps this workflow in one place. A knowledge base provides prepared replies, links show whether other people reported the same issue and bulk actions make repetitive work easier when similar cases appear. This makes request handling clear to the agent, coordinator and person waiting for a solution. In a ticketing system like this, the team knows what happened before and what should happen next.
Related tickets and teamwork
One outage can lead to many requests from different people. If every agent works on a separate ticket without checking the others, the team repeats the same tasks and requesters receive different information. The Codenica ticketing system lets you link cases that share a cause, service, asset or larger incident. A main ticket can organize the work, while related tickets show who is waiting for help and how wide the issue is. This is a simple way to improve request handling and teamwork without creating extra lists or rebuilding relationships by hand.
One problem, many tickets
In the ticketing system, you can link incidents and other cases that share a cause, concern the same asset or form part of one process. The feature is useful when an outage affects many users, when problems recur or when one ticket leads to a change, problem or release. An agent sees related tickets in one context, can coordinate tasks and keep customers or employees informed without reconstructing the whole history. A help desk team can see which cases need the same response, while a service desk can separate the main cause from the requester tickets it affects. These links keep work organized even when the number of cases grows and several people are working on the same issue.
Tasks and time tracking for ticket handling
Not every ticket can be closed with one reply. Preparing a workstation, repairing a computer, deploying software, replacing a device or handling a larger incident takes several actions. A ticketing system lets you break the case into tasks, assign them to specific people and check progress without moving the details to another tool. Recording time against tasks helps you assess how much work request handling requires, where delays occur and how the team's workload is distributed. Request handling becomes visible not only as a status, but also as the concrete work completed by the team. These features are available in Cloud and in the Codenica application installed locally.
Tasks linked to a ticket
A complex case can be divided into smaller tasks, assigned to team members and tracked through completion. One task may cover diagnosis, another contact with the user, hardware preparation, a license purchase or document review. The coordinator can see what is complete, what is waiting and what remains before the ticket can be closed. This means the ticket management software shows not only the status of the case, but also the work that makes up its resolution.
Work time tracking
Work time can be recorded against a specific task and ticket. This information helps assess the effort required for different cases, compare the workload of people and teams and see how long recurring types of support take. If the company bills for services, the recorded time can also support an invoice or service report. The history stays with the ticket, so you can return to the case weeks or months later and see how the work was actually completed.
Emails, notes and contact history in one ticket
Email is a convenient way to start a conversation, but an inbox quickly stops being enough when the number of cases grows. Someone has to remember who should receive the message, find the previous agreement, locate the attachment and check whether the customer has received a reply. Codenica software keeps correspondence, replies and notes with the right ticket. The team sees one history of the case, and the requester does not have to describe the problem from the beginning each time. Private and public notes separate internal arrangements from information sent to a customer or employee. This makes request handling easier to hand over when someone is absent or the case moves to another team.
Conversations with the requester
Email correspondence connected with a ticket is available in the Conversations section. A reply can be sent to the requester by email, while a user of the Client Portal can see the history of the case in one place. The ticketing system combines the convenience of email with a number, status and responsibility assigned to the case. The agent can check what the customer wrote, which files were sent, who has already replied and what arrangements have been recorded.
Private and public notes
A private note records information for the support team and is not intended for the customer. It can contain a diagnosis, an agreement with another agent, a note that the team is waiting for a supplier or a detail needed for the next step. A public note can share important information with the requester as part of the same case. This separation protects internal arrangements while keeping communication with the customer or employee clear.
Frequently asked questions
