The ability to assign tickets to team level queues, i.e. 2nd or 3rd line or Server, Network, Desktop, M365 etc, and then have members of those teams associated with those queues who can then monitor and pick up the calls and assign to themselves to work on. 

This is a feature available on every other service desk system on the market.

Without this feature, Servicedesk operators have to assign tickets to individuals but have no vision on thier availability or workload.  The ability to assign to a team instead means that team members can monitor their team escalations and assign to themselves when they are available.