In a well-designed ticketing system, teams play an important role in organizing help desk and service desk operations. In practice, it is rare for all agents to handle the same tickets in the same way. First-line support teams have different competencies than system administrators, and yet different from specialists responsible for specific areas or customers. That is why Codenica ITSM + ITAM introduces the concept of teams, which allows system users to be logically grouped, tickets to be assigned accordingly, and clear support processes to be built within the ticketing system.

Teams are not just a list of users - they form the foundation for further automation, access control, ticket escalation, and work reporting. In this article, we will show what teams are in a ticketing system, how they are used in practice, and how they help organize ticket handling in a modern help desk and service desk environment.

Ticket in the Codenica ITSM + ITAM system with visible properties and the Teams field set to IT Support

Ticket view in the ticketing system. The screen shows a ticket with key properties describing its current state and handling context. One of the fields is Teams, which in this example has the value IT Support. Based on this field, the system knows which team is responsible for handling the ticket. Assigning a ticket to a team helps organize work in the system and avoids situations where all tickets end up in a single shared queue. The IT Support team may represent first line support, a dedicated technical group, or a team responsible for a specific service scope. The Teams field has a direct impact on ticket visibility, filters, reports, and automation behavior. Users who belong to a given team can quickly find assigned tickets and focus only on tasks that actually belong to them.

Creating teams and assigning users in the ticketing system

In a modern ticketing system, teams are one of the core mechanisms used to organize help desk and service desk operations. They make it possible to logically group users based on competencies, areas of responsibility, supported customers, or business processes. Thanks to teams, tickets are not assigned to “everyone” but routed to the right people who are actually responsible for a given area. In Codenica ITSM + ITAM, teams are designed as a flexible and open mechanism. The system does not impose any limitations on their number or structure. You can create technical teams, project teams, customer-dedicated teams, first-line and second-line support teams, or any other teams that reflect how your organization really works.

What is important is that the number of teams in the system is unlimited, and creating them does not involve any additional licensing costs. This allows the team structure to grow naturally with the organization, without the need to change the pricing or licensing model.

Team settings in the Codenica ITSM + ITAM ticketing system - centralized team structure management

To manage teams in the application, go to Settings -> Accounts -> Teams. This section provides all the tools required to build a team structure and assign system users to teams. Centralized team settings are a characteristic feature of mature ticketing systems and help maintain order even in complex help desk and service desk environments. In this view, you configure not only the teams themselves but also the relationships between users and teams, which has a direct impact on ticket assignment, data visibility, and automation behavior.

Creating teams in the Codenica ITSM + ITAM ticketing system - Edit tab

Edit tab - creating teams. In this section, you can create and edit an unlimited number of teams. Each team can represent a different support area, competency, or organizational structure. Adding teams is fast and does not require any additional configuration or fees.

Assigning users to teams in the Codenica ITSM + ITAM ticketing system - Assign tab

Assign tab - assigning users. In this section, you select system users and assign them to one or multiple teams at the same time using checkboxes. This allows a single agent to belong to several teams, for example a technical team and a project team, which accurately reflects the real way help desk and service desk teams operate.

Better ticketing system automation with teams

One of the biggest advantages of using teams in a ticketing system is the ability to build advanced yet very clear automation rules. Instead of manually assigning each request, the system can decide on its own which team should handle it, already at the moment the ticket is created. In Codenica ITSM + ITAM, teams are a natural part of automation rules. Thanks to this, requests are routed directly to the correct department without delays and without the need for manual intervention by a help desk or service desk coordinator.

Automatic ticket assignment to teams can be based on many different attributes, including:

  • content (for example the presence of specific words or phrases),
  • subject,
  • sender email address or email domain,
  • a specific requester or a group of users,
  • the form from which the ticket was created,
  • category or type,
  • priority,
  • location, department, or another descriptive property,
  • channel (email, portal, API).

With such rules in place, the ticketing system can automatically distribute requests between teams, eliminating chaos and significantly reducing response times. Automations run in the background, are fully configurable, and can be freely extended as the organization grows.

Automation rule in the Codenica ITSM + ITAM system assigning a ticket to the IT team based on the word "printer" in the content

Example automation rule shown on the screen below checks the content of a newly created ticket. If the request content contains the word fragment "printer", the system automatically assigns the ticket to the IT team. Rules like this make it possible to instantly route hardware, application, or network related tickets to the correct teams without any human involvement.

Summary

Teams in a ticketing system are much more than just a way to group users. In Codenica ITSM + ITAM, they are a core part of work organization, automation, and scalability for the entire help desk and service desk. Thanks to teams, tickets are routed exactly where they should be, without chaos, manual handovers, or unnecessary delays.

The ability to create an unlimited number of teams with no additional licensing costs, assign users to multiple teams at the same time, and use teams directly in automation rules makes it possible to reflect the real structure of an organization - the one that actually exists in daily operations, not a simplified model imposed by a tool.

Teams become a natural reference point for:

  • automatic ticket assignment,
  • escalation and responsibility control,
  • filtering and visibility,
  • workload and performance reporting,
  • advanced IT automation scenarios.

As a result, the ticketing system is no longer just an inbox for incoming requests, but an active tool for managing IT processes. Teams help maintain order, reduce response times, and prepare the help desk and service desk for further growth - without changing the system architecture and without additional costs.