Case Study: Leading IT Support Company achieves streamlined helpdesk automation and precise time & cost tracking with OneDesk

How an IT Support Company uses OneDesk for their Help Desk

Leading IT Support Company faced chaotic, manual service tracking after relying on a CRM for tickets—support staff had to create tickets, record work, and track time and costs manually, often using external tools. Seeking automation, customizable fields, and centralized data, they chose OneDesk’s helpdesk/ticketing solution to modernize their workflows.

OneDesk implemented automated workflows by ticket type, automatic email-to-ticket logging, custom fields (including a custom ticket ID to map to legacy cases), and built-in timers with cost-per-hour tracking. As a result, Leading IT Support Company gained streamlined ticket lifecycles, reliable per-ticket time and cost visibility, and significantly reduced manual work—demonstrating measurable improvements in accountability and operational efficiency using OneDesk.