Case Study: Leading Non-Profit Organization achieves seamless customer communications and project visibility with OneDesk

How a non-profit uses OneDesk to manage their customer communications

Leading Non Profit Organization was struggling with an outdated, crash-prone ticketing system that threatened visibility into where work was going, who it was assigned to, and overall project progress. They chose OneDesk’s helpdesk and project/tasking tools to preserve their email-based support workflow while gaining a more resilient, modern interface and clearer tracking of tickets and projects.

OneDesk implemented automatic ticket creation from customer emails with full thread capture, centralized message views, email privacy controls, a project/portfolio hierarchy with role-based permissions for contractor collaboration, and configurable dashboards with scheduled reporting. The switch to OneDesk delivered reliable uptime and better team coordination, continuous capture of customer communications, improved project oversight via dashboards, and even the addition of a requested custom email-content feature by OneDesk.