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Help Desk Ticketing System. Structured Ticket Management
Codenica ITSM + ITAM provides a full-featured Help Desk and Service Desk environment for collecting and managing support tickets from employees and external clients. The cloud-based ticketing system works in real time and integrates asset management, the knowledge base, the Client Portal, and internal communication tools to ensure fast and reliable IT support.
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Supported Ticket Types in the Ticketing System
The Codenica ITSM + ITAM ticketing system is built around a clear and practical division of tickets into two primary types: incidents and service requests. This model helps IT teams respond faster to critical issues while efficiently handling everyday user needs. Each ticket type follows its own handling logic, priorities, and workflows, making support operations structured and predictable. The approach is aligned with ITIL best practices, but designed in a practical way that is easy to understand for both agents and people reporting issues.
Incidents
Incidents in the enterprise ticketing system allow teams to respond quickly and minimize the impact of critical situations on business continuity and customer satisfaction.
Service Requests
Service requests in the ticketing system are used to fulfill specific needs of internal employees as well as external customers, including customer service and complaint handling.
Integrated Asset Inventory and Company Resource Records
Every ticket in the ticketing system gains full context through direct links to company assets and documents. Support agents can work with specific hardware, software, licenses, or contracts instead of guessing the details of an issue. This approach shortens diagnosis time, reduces back-and-forth questions, and helps teams move faster from ticket submission to real resolution.
Extending Ticket Context
The ticketing system in Codenica ITSM + ITAM integrates assets and documents directly with tickets, accelerating issue resolution. By attaching assets to tickets, support agents gain immediate access to relevant technical and contractual information. This structured context reduces guesswork and supports consistent handling aligned with ITIL practices.
Ticketing Software and Configuration
The Codenica ITSM + ITAM ticketing software is designed to adapt to the way your team works, rather than forcing rigid workflows. The system allows flexible configuration of ticket processes, statuses, priorities, categories, and relationships with other system elements. As a result, each ticket can accurately reflect a real user issue or request instead of being just a formal system entry. Advanced control mechanisms, full history tracking, and automation ensure that even with a high volume of tickets, the team maintains order and full visibility over ongoing work.
An Efficient Ticketing System
- The help desk ticketing system allows assets, documents, and related incidents to be linked together, enabling bulk editing and structured management.
- The ticket handling system includes approvals, notes, email communication, task and time management, and full activity history.
- The help desk ticketing system also supports SLAs, tags, categories, a rich text editor with attachments, urgency, impact, and issue priorities.
Request Creation and Purchase Approvals in the Ticketing System
The request management system in Codenica ITSM + ITAM allows users to clearly define their needs without unnecessary back-and-forth communication. Each request can be created as part of a ticket, preserving full business and technical context. Built-in approval mechanisms structure the decision-making process, eliminating ambiguity and informal approvals. As a result, organizations gain control over purchases, costs, and accountability without slowing down IT operations.
Request Submission
The request submission mechanism allows users to define specific needs directly within tickets. An employee or customer can precisely specify whether the request concerns hardware, licenses, services, or other assets. This ensures that each ticket contains all information required for further processing from the very beginning. The approach streamlines ticket assignment, shortens handling time, and enables IT teams to operate in line with defined SLAs.
Purchase Approvals
The purchase approval process in Codenica ITSM + ITAM structures decisions related to fulfilling requests. Formal approvals can be collected directly within the ticket before execution begins. Each approval is recorded, increasing transparency and accountability on the decision-maker side. This approach eliminates informal arrangements, simplifies audits, and ensures compliance with ITIL best practices.
Service Ticket Workflow in the Ticketing System
The workflow in Codenica ITSM + ITAM is designed to genuinely support the daily work of IT teams instead of adding unnecessary complexity. The system organizes tickets, eliminates repetitive tasks, and allows teams to focus on solving real problems. With intelligent relationships, predefined responses, and bulk actions, handling a high volume of tickets does not lead to chaos or delays. This is a consistent operating model that works equally well for internal employee support and external customer service.
Improving Effectiveness by Linking Related Tickets
Linking tickets allows IT teams to look at issues from a broader perspective instead of analyzing each ticket in isolation. The Codenica ITSM + ITAM ticketing system enables related incidents to be linked together, making it easier to identify root causes, coordinate actions, and communicate progress consistently. As a result, ticket handling becomes more predictable, and teams work on problems as a whole rather than as a collection of separate requests.
Ticket Relationships in the Ticketing System
The ticket linking feature allows incidents that share a common root cause or affect the same area of infrastructure to be connected together. This means support agents do not need to analyze each ticket separately - all related tickets are visible within a single operational context. It improves team collaboration, action synchronization, and consistent communication with customers or employees. This approach is particularly valuable during major incidents, recurring issues, or complex outages affecting multiple users. The system supports structured ticket management aligned with ITIL best practices, helping IT teams respond faster, prioritize actions more effectively, and resolve issues more efficiently.
Task and Time Management in the Ticketing System
Task and time management in the ticketing system supports a structured workflow for support teams. Codenica ITSM + ITAM enables planning, execution, and monitoring of activities within tickets, providing clear visibility into progress. Time tracking reflects the real effort invested by the team and supports workload analysis, performance measurement, and billing. All information remains within one consistent SaaS environment, without the need for external tools.
Work Organization
The task management feature within the help desk platform allows the ticket resolution process to be broken down into individual tasks for each ticket. This approach supports structured problem resolution through clear organization and assignment of activities required to fulfill a request. It improves team collaboration and ensures control over every stage of work, in line with ITIL best practices.
Time Tracking
The application streamlines time tracking across both help desk and service desk operations. The built-in time management functionality enables detailed recording of hours spent on issue resolution. The system logs time assigned to specific tasks within a ticket, including billable hours, supporting workload management, performance evaluation, and accurate billing in accordance with ITIL standards.
Customer Communication and Notes Within Tickets
Effective ticket handling requires structured and transparent communication with the requester. Codenica ITSM + ITAM brings email correspondence and the notes system directly into the ticket, creating a single, consistent source of information. This gives both customers and support teams full visibility into the communication history without the need to search through mailboxes. The separation of public and internal notes helps maintain clarity, confidentiality, and full context throughout the ticket lifecycle.
Email Interactions With the Requester
The application consolidates all customer communication within the Conversations section, ensuring that all email correspondence related to a ticket is available in one easily accessible place. This enables smooth information exchange directly within the ticket. Messages appear instantly in the Client Portal and are sent simultaneously via email. This improves transparency and aligns with ITIL principles by providing a consistent, traceable history of all customer interactions.
Comprehensive Notes Functionality
Notes effectively complement ticket information. Private notes provide a secure space for support agents to record internal remarks and technical details that are not visible to customers, ensuring confidentiality. Public notes, on the other hand, promote transparency by allowing customers read-only access to key information within the ticket. This dual note model supports a structured and well-organized communication strategy.
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