Case Study: Leading Security Firm achieves unified customer support and agile product development with OneDesk

How one Security firm uses OneDesk to both support their customers and develop their own product

Leading Security Firm, a global cybersecurity company offering outsourced security programs and its own software products, needed a single system to both support customers and manage internal Scrum-driven development. They had been using Atlassian Jira but were frustrated by Jira’s lack of a customer-facing ticket portal and the extra manual work required to bridge support workflows, so they engaged OneDesk for a combined customer portal and project-management (tasks) solution.

OneDesk implemented a customizable, multi-tenant customer portal plus built-in project management with Kanban, Gantt and configurable Scrum views, along with workflow automations that route incoming tickets without per-project email workarounds. The result for Leading Security Firm was a unified support-and-development platform that eliminated manual routing, streamlined ticket intake and tracking, and let teams focus on developing and supporting their security products — all powered by OneDesk.