Case Study: Major College achieves unified ticketing and project management across internal departments with OneDesk

How a major college uses OneDesk to manage ticketing for multiple internal departments

Major College’s IT director was struggling to capture and track incoming work across multiple departments using an internally built helpdesk that was cumbersome, lacked reporting, and tied up servers. They needed a single solution that could handle both day‑to‑day support tickets and larger IT projects, so they turned to OneDesk’s helpdesk and project management software.

OneDesk implemented an integrated platform with multiple views (hierarchical, card/Kanban), custom dashboards, templates/cloning for recurring tasks, and workflow automations to link tickets and projects. The result was better visibility and reporting for stakeholders, streamlined ticket handling, and recovery of part of the ~25% of the director’s time previously spent managing tickets—modernizing Major College’s workflow and improving operational efficiency.