My first stint with building a service desk happened in 2012 when I was working with one of my clients. While I was working with them for a G Suite deployment (back then it was called Google Apps), I noticed and it was very clear, they were struggling to keep up with the huge number of tickets coming in. Inspite of 4 people being on board the IT team was clearly overwhelmed with the huge number of support calls coming inside.
Google Apps Script is a hidden gem within G Suite and is often ignored by organisations as they lack the expertise to learn and build scripts to automate workflows with google apps script. It has evolved over the years and can now be used to create simple workflows like a helpdesk software to deleting emails from