Is anyone using a queue to manage IT Helpdesk tickets?

We encountered issues with Active Directory and Workfront (Classic) that meant we were not able to use the queue approval process to automatically path it to users supervisors without manually maintaining the organizational changes/alignments within Workfront. However these weren't for the help desk tickets but for the bigger companywide IT projects.

For our Creative Support tickets we just used a queue pool with specified people having access to self assign and/or managers able to assign to others. This was set up as a request queue to a job where the requests remain requests within a job (are not converted to jobs or tasks themselves).