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 other specialists may focus on specific areas or customers. That is why Codenica ITSM + ITAM introduces the concept of teams, which allows users to be logically grouped, tickets to be assigned accordingly, and support processes to be structured within the system.

Teams are more than just a list of users. They are used in automation rules, access control, ticket escalation, and reporting. In this article, we explain what teams are in a ticketing system, how they work in practice, and how they help organize ticket handling in a 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 ticketing system, teams help organize help desk and service desk work. They allow users to be grouped based on competencies, responsibilities, supported customers, or business processes. Thanks to teams, tickets are routed to the people responsible for a given area instead of being visible to everyone. In Codenica ITSM + ITAM, teams are flexible and do not have a fixed 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 operates.

The number of teams is unlimited, and creating them does not generate additional licensing costs. This makes it possible to expand the team structure as the organization grows.

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 help structure work and define responsibility areas. In Codenica ITSM + ITAM, they are used for organizing tickets, building automation rules, and controlling visibility.

The ability to create an unlimited number of teams without additional licensing costs, assign users to multiple teams, and use teams in automation rules makes it possible to reflect the real structure of an organization.

Teams support:

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

As a result, the ticketing system becomes easier to manage and better aligned with daily operations.