Case Study: Leading Professional Services Organization achieves full project visibility and stays on track with OneDesk

How professional services organizations use OneDesk to manage their projects and stay on track

Leading Professional Services Organization faced the common challenge of managing a high volume of client requests and urgent issues while keeping teams focused on priority work across both support and implementation. To address this, they implemented OneDesk to centralize ticketing, customer communication, and project tracking.

OneDesk provided automated email-to-ticket intake, a customer portal, customizable workflows, and views (including Gantt) to surface tickets by project, status, time estimates, and affected customers. The result was full visibility into project progress down to the ticket level, reduced manual ticket handling, faster triage of urgent requests, and dashboards/reports that improved status meetings and helped pinpoint lagging tasks.