Case Study: Leading Software Service Company achieves unified project and support workflows with OneDesk

How one software services company uses OneDesk to cover their business workflow

Leading Software Service Company, a contract software development and support provider, was challenged with juggling multiple client projects and ongoing support work while maintaining visibility into task dependencies, milestones and cross-project status. To solve this, they turned to OneDesk’s integrated helpdesk and project management platform, seeking a single system to capture tickets, tasks and customer communications.

OneDesk delivered an all-in-one solution — customer portal, configurable tickets/tasks, automations, item-type conversion (support ↔ project), Gantt view with drag-and-drop dependencies, milestone/folder tracking, and integrations/API — enabling Leading Software Service Company to centralize work and keep context intact across project and support workflows. The deployment produced clearer cross-project visibility, smoother handoffs between support and project work, and streamlined workflow execution; the case study reports these qualitative improvements, though no specific numeric metrics were provided.