Case Study: Leading Travel Agency achieves unified ticketing and project management with OneDesk

How a travel agency utilizes OneDesk’s ticketing system & helpdesk

Leading Travel Agency faced mounting complexity managing client ticketing and internal logistics for group travel packages and needed a mobile, modular system that combined helpdesk and project management. They engaged OneDesk to evaluate whether its ticketing system and integrated helpdesk/project-management platform could support real-time customer support, ticket workflows, and project tracking across their operations.

OneDesk delivered a unified solution—mobile and customer apps plus the main app—providing live chat, webforms, ticket lifecycle statuses, automated bot responses and assignment rules, private internal threads, ticket-to-task conversion, timesheet tracking (timer/manual/import), customizable reports and views (tree, flat, calendar, Gantt, dashboard) and hundreds of Zapier integrations. As a result, the Leading Travel Agency consolidated customer-facing support and internal project work on one platform, gained faster, mobile-enabled responses and workflow automation, and implemented measurable controls such as automated weekly/monthly reporting and time-tracking that improved visibility and operational efficiency.