My approach is creating a new queue when you need some tickets to have different emails templates/custom fields/custom roles/ automatons.
I thought I could create at least a helpdesk queue for level 1 tickets
Should I just make another queue for sysadmin tasks and another one for projects?
Are the sysadmin tickets still support requests? It makes sense to me to make a new queue for projects.
Maybe you could do something like:
Helpdesk -- All users can see these tickets, but you assign an owner from your 4 users to handle the ticket ( They can have a search on their homepage showing their "Active support helpdesk tickets" )
Projects -- New queue
sysadmin/internal stuff -- New queue