Case Study: Managed Service Provider (MSP) achieves streamlined ticketing and project management with OneDesk

How a MSP Firm Uses OneDesk for Their Use Cases

Managed Service Provider faced the challenge of managing diverse infrastructure and IT work for multiple customers without a formal ticketing system or organized project tracking. They turned to OneDesk for its ticketing, customer portal, and project management tooling to allow customers to log requests, give customers visibility, and help the MSP organize tickets that often grow into larger projects.

OneDesk implemented its Tickets app (including unique email-to-ticket addresses), a branded Customer Portal with webforms, project/task management with Gantt and folders/portfolios, plus data import/export and Zapier integrations. The solution automated ticket intake (emails become tickets with subject/body/sender and threaded conversations), centralized work by customer, provided self-service visibility for client organizations, and enabled exportable reports and time-tracking—allowing the Managed Service Provider to unify ticketing and project work and focus on delivering services.