In my organization, we set the expectation of the Helpdesk folks that they would have more responsibilities rather than just creating trouble tickets. So, we provided cross-group trainings and trouble-shooting documentation. I wouldn't say we don't have surprise, but most of the cases were worked on before coming to my team's desks.
For cases that need third party information and policy approval, like VPN and firewall requests, we integrated the form and the approval process into the ticketing system. Most of the time when the VPN or firewall tickets came to my team, the information was complete. But I have to say that this nice system was evolved from the days of manual forms and email approval processes.