Case Study: Audio Visual Company achieves streamlined maintenance ticketing via email and mobile with OneDesk

How an Audio Visual Company uses email to create tickets on OneDesk

Audio Visual Company, an audiovisual integrator with over 30 years in business, came to OneDesk because they had no formal ticketing system to track installations, field service and preventative maintenance. They were managing requests in a manual document that made searching, filtering and keeping stakeholders informed difficult, so OneDesk was engaged to provide a ticketing and service-management solution (email-to-ticket, customer portal, mobile app and workflow automations).

OneDesk was configured to automatically log incoming emails as tickets, capture CC’d stakeholders as ticket followers, and give field engineers a mobile app with timers, timesheets and a submit-to-resolve workflow that can trigger customer notifications. As a result, Audio Visual Company now has searchable ticket records, accurate time tracking for on-site staff, automated customer updates and scheduled custom reports — closing communication gaps and making maintenance workflows consistent and trackable.