Case Study: IT Consulting Firm achieves centralized ticketing and client-specific tracking with OneDesk

How an IT Consulting Firm Uses OneDesk Ticketing System

The IT Consulting Firm struggled to manage incoming requests from multiple client companies because work arrived as untracked emails, was routed inconsistently across staff, and lacked a way to prioritize or separate clients. They engaged OneDesk and its ticketing system to standardize email intake and provide per-client visibility so requests could be captured, tracked and prioritized reliably.

OneDesk implemented its Tickets application with an email-to-ticket address, captured conversation threads, a customizable customer portal webform, and project/portfolio and Organization grouping to separate clients. Combined with workflows, custom fields and automations, OneDesk centralized intake, cut down on back-and-forth and misrouted requests, and made triage and SLA enforcement much clearer for the firm.