Case Study: Leading Healthcare MSP achieves streamlined workflows and faster SLA response times with OneDesk

How a Healthcare MSP uses OneDesk to streamline its workflow

Leading Healthcare MSP turned to OneDesk for an easy-to-use, intuitive platform after its previous tool proved clunky and lacked automation. The MSP needed reliable escalation and notification for high-priority support requests, clear views of in-progress and outstanding work to balance team load, a branded portal for internal and external users, and reporting to surface issues before they became problems.

OneDesk implemented a tailored solution using hierarchical tickets and subtasks, asset linking, configurable ticket types, automated SLAs (including a 1-hour first-reply SLA for top-priority items), and workflow automations to assign work, change status, and send templated communications. Combined with Gantt, dashboard views, and a customer portal with a knowledge base, OneDesk helped the Leading Healthcare MSP streamline workflows, enforce SLAs, automate escalations and notifications, improve visibility and reporting, and substantially reduce manual ticket management.