I want to be able to create different teams within Jira Service Management using the "Team" custom field such that when a customer raises a ticket, the customer can choose which either of Team A or B or C should address the ticket. In the backend, only agents within the selected team should be able to view the tickets e.g if customer choose team A, only agents in team A should see the ticket and respond to it.
Yes, that is possible and what you are looking for is called issue security. What you need to do is create a issue security scheme and then use automation to set the security level on the request based on what the customer selected in the Team field. Check out this KB for more information, Configure issue security schemes.
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