Scott Adamson

We have been using macros for responding to common questions and that saves a ton of time.  Simple and easy built in solution for a busy helpdesk.

We also have partnered with CloudSET to roll through the tickets submitted and apply a number of components that cause the workflow to drop tickets into technology or communications and then further set status, point person and other criteria.

We have found the combo in an education environment to pass a high percentage of the requests to the individual that can support the person quickly and easily.  If there are other components, we manually tweak from the unassigned list (which only consists of a few items).

Over time I have also found that automations help with the daily updates, issues and priorities.  Overall, ZenDesk has been perfect in our environment and the best way for us to manage requests, priorities and tasks.