The OnRamp solution from Appamondo comes with pre-configured macros set up to help your agents manage specific workflows.
For example the macros beginning with "Reassign" are used to assign tickets between the preconfigured groups. If you were to add a new group, it is important to clone one of the existing Reassign macros and update the group condition to include the new group. Please see a comprehensive article that explains creating, cloning and editing macros - Organizing and managing your macros
The "Agent Created Ticket" macro will allow agents to quickly create a ticket in Zendesk that is accurately classified for reporting purposes. To use these macros the agent will first create a ticket. Please see an article that explains this process - Creating a ticket on behalf of the requester. Once the ticket has been created, the agent will apply the macro which will make them the assignee of the ticket, set the correct form and also set the contact channel to Agent Created Ticket.
Additionally, if you organisation handles telephone calls but will not be utilising Zendesk Talk, your agents can use the "Telephone Call" macro. Similarly to the agent created workflow, the agent will first create a ticket, then they will apply the macro to aid reporting.