Case Study: Systems Design Company achieves streamlined customer communication and automated ticketing with OneDesk

How A Systems Design Company Uses OneDesk for Customer Communication & Ticketing

Systems Design Company, an enterprise‑software developer serving industries including healthcare, was struggling with a manual, email‑centric helpdesk: all requests from multiple healthcare providers arrived in a single mailbox and had to be manually sorted, logged into the internal code repository and project management tool, and tracked by a dedicated helpdesk team. The company engaged OneDesk to simplify customer communication and ticketing and to integrate a helpdesk solution with its existing development and PM systems.

OneDesk deployed its helpdesk and project‑management platform — including a website customer widget and portal, email auto‑forwarding to OneDesk, CSV import, customizable ticket forms, workflow automation, task creation/assignment, time tracking, and integrations (or Zapier) to connect to existing tools. OneDesk’s automation and centralized capture eliminated much of the manual sorting, automated routing and prioritization, centralized ticket and task management, and improved responsiveness and organization for Systems Design Company.