Case Study: Software Company achieves streamlined SLA management and accurate time tracking with OneDesk

How a Software Company uses OneDesk to manage their Service Level Agreements

Software Company turned to OneDesk for a lightweight, easy-to-use ticketing and SLA management solution to handle their support and professional services. They needed a system that avoided heavyweight project tools, made tickets and projects easy to find, enabled basic change-management (tracking customer software versions), and let distributed support engineers log billable time without friction.

OneDesk configured its ticketing application—using projects/tickets hierarchy, portal/email intake, a custom “version” field, default and custom views/dashboards, built-in time tracking (including mobile), and SLA workflows with automated notifications—to meet those needs. The result was automated SLA enforcement and alerts, clearer accountability through time tracking, less manual follow-up, and more timely, measurable support delivery that helped Software Company keep customers satisfied.