Zendesk Workflow Into Service Desk

[Jose]

Currently in the process of scoping out if Service Desk can replace Zendesk. I need help understanding how the Service Desk workflow and "portal" setup would look like because our Zendesk routes issues to the correct team. Thanks in advance.

Zendesk Setup:

• Our various clients see one large request list, and from there, depending on what they select, it may be broken down further.
• Depending on what the client selects, the issue will get routed to a team.
• 4 different teams of X number of individuals. These teams speak to clients directly via the tickets.
• These teams all have different "views"(dashboards with their open, new, in prog, etc).
• Each team handles different issues.

Additional Notes:

• We have some clients that use Zendesk api to create issues automatically - does Service Desk have this?
• We have some phone numbers connected to Zendesk that route to certain folks which then creates a ticket if needed.

High level overview of how our ZD is setup.