Logging incidents on the self service portal via templates

In previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. 

I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal.