Case Study: Cloud Services Company achieves streamlined parts tracking and centralized ticketing with OneDesk

How a cloud services company uses workflow automations to track parts in the supply chain

Cloud Services Company, a geographically distributed mortgage firm, needed a way to manage high volumes of incoming tickets while preserving strict permissions, complete audit trails, and clear communications across branches. They sought a vendor to prevent tickets from being confused with project work, to control visibility by department, and to ensure every action and conversation could be reported to loan operators.

OneDesk implemented its platform—separating Tickets and Tasks apps, using projects/portfolios/folders, teams-based permissions, customizable tree and flat views, Conversations and a follower system, and exportable ticket PDFs—to centralize work and track every change. As a result, OneDesk gave Cloud Services Company a single source of truth for communications and history, reduced confusion between tickets and projects, and improved visibility and efficiency for technicians and departments.