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Ideas for Multi Department Service Request tool
We are currently using Smartsheet as a Help Desk Ticket system for one system, with two developers and two users that submit bug or enhancement requests. A webform is used to submit the request and email alerts and conditional formatting are used to track the status of the request and notify users when anything changes on the status or the task is complete. Attachments, Discussions and Updates are all used.
We are planning on using SS to take user Service Requests for multiple departments including PC Support, Network Security, Email Admin into one sheet. The user request may be worked by multiple groups and each group will need to take ownership of the request and provide a status update when their work is completed. We would then like the requestor to be emailed when the work is completed.
We are a state government agency so the use of 3rd party apps such as Zapier or Google apps may be limited due to complicated procurement or security issues.
Is anybody using SS for multi-Department service requests, bug tracking, or help desk functions?
Would love to hear the alerts, notifications and or conditional formatting you are using.