Case Study: Leading Wire Manufacturer achieves centralized request intake and streamlined project management with OneDesk

How a Wire Manufacturer uses OneDesk to capture requests and manage projects

Leading Wire Manufacturer faced growing chaos from scattered incoming requests — primarily emails that didn’t land in a single place — and missed details as teams moved remote. They engaged OneDesk to provide a combined helpdesk and project-management solution to centralize intake, assign work automatically, and retain request context across teams.

OneDesk implemented email-to-ticket addresses, workflow automations, portfolios/folders/projects and team permissions to route and organize work, plus timesheets/in-app timers and custom views for reporting. As a result, Leading Wire Manufacturer now has a single intake point with automated assignment, clear ownership by team, and measurable visibility into hours spent per customer and request type (exportable for billing and analysis). OneDesk also supports importing legacy customers (e.g., from Salesforce) so the manufacturer can build a complete, reportable view of customer work.