Case Study: Heating and Cooling System Manufacturer achieves unified customer support and streamlined internal operations with OneDesk

How a heating and cooling system manufacturer uses OneDesk for customer support

Heating and Cooling System Manufacturer struggled with fragmented internal and external support: IT and engineering needed constant, coordinated communication during product development, and their in‑house system could not handle simultaneous collaboration or customer service. They chose OneDesk’s help desk platform (main app, customer app and mobile app) to provide a single application for both customer-facing support and cross‑department operations.

OneDesk implemented a unified solution — a website widget and customer portal with live chat and knowledgebase, email‑to‑ticket logging, public and private ticket threads, ticket→task conversion, workflow automation, configurable views and mobile access, plus Zapier integrations. OneDesk’s platform centralized support and project work, improved ticket routing and notifications, and made prioritization and lifecycle tracking straightforward, streamlining workflows and boosting responsiveness across the Heating and Cooling System Manufacturer’s teams.