Case Study: IT outsourcing company achieves centralized helpdesk and automated workflows with OneDesk

How an IT outsourcing company uses OneDesk to manage their work

IT Outsourcing Company is a managed IT services firm that struggled to organize incoming email-based support requests, system alerts, and one-off project work for multiple customers. They needed a single helpdesk and project-management solution and chose OneDesk to centralize ticket intake, customer interactions, and ongoing support work.

OneDesk delivered a unified platform with customizable helpdesk ticket types and workflows, branded customer portals, integrated project management (tasks that mirror tickets), and workflow automations for auto-assignment, auto-replies, and routing to customer portfolios. Using OneDesk, IT Outsourcing Company consolidated all support and project work in one place, reduced manual overhead, sped customer acknowledgements, and made prioritization and tracking significantly easier.