Case Study: Non-Profit Organizations achieve streamlined ticket intake and unified project and support management with OneDesk

How A Non-Profit uses OneDesk to collect tickets

Non-profit Organizations’ Data Services department — which supports 35,000 clubs and 1.2 million members worldwide — faced inefficient, email-heavy workflows and fragmented ways of tracking support and longer-term project work. They needed a single system to collect and triage both internal and external requests while reducing manual upkeep; they chose OneDesk to address this challenge.

OneDesk implemented its integrated tickets-and-tasks suite with projects/portfolios, email-to-ticket addresses, a configurable customer portal (webforms), workflow automations, and Conversations (with ticket-to-task conversion) to standardize intake and automate triage. As a result, OneDesk streamlined the email workflow, reduced manual labor for logging and routing requests, enforced more complete request details, and automated assignment into the right projects—helping the team manage support and project work more efficiently across their 35,000 clubs and 1.2 million members.