Case Study: Mortgage Company achieves centralized, auditable ticketing and streamlined communications with OneDesk

How a mortgage company utilizes the conversations feature on OneDesk

Mortgage Company, a distributed lender handling requests from headquarters and many branches, needed a way to manage high ticket volume with strict documentation, sensitive permissions, and clear communications. They turned to OneDesk, using its tickets and conversations features to address risks from dispersed teams, prevent confusion between tickets and project work, and ensure every action and conversation could be tracked.

OneDesk implemented a tailored setup using projects/portfolios, teams and permissions, optional Tasks app settings, customizable tree and flat views, the follower system, and PDF export of ticket histories. The result was centralized ticketing and communications with a complete change log and controlled visibility: Mortgage Company now has a reliable audit trail, reduced confusion between tickets and tasks, and faster, clearer handoffs and reporting thanks to OneDesk.