They still use zendesk, right? I guess just replying with “All good, please close” will be the easiest.
It’s a cloud based solution. You don’t have to do much, but you can’t change much. You just have to work the tickets. If I remember correctly … zendesk is paid by accounts. So the more helpdesk people you have … the more you have to pay. Other cloud SaaS get paid by tickets …
Maybe you can ask if they are happy with their ticket system and the workflows in the AMA? This is one of the questions that should get through …
Update: I updated the AMA wiki a bit. Fix it if you want … it’s a wiki 