Case Study: Microsoft Solutions Provider achieves streamlined, automated support and Microsoft integration with OneDesk

Microsoft Solutions Provider uses OneDesk

Microsoft Solutions Provider, a company that develops and supports Microsoft products and whose technical teams rely on tools like TFS, needed a helpdesk and project-management solution that would integrate with their existing Microsoft environment, automate communications and workflows, and support SLAs. They selected OneDesk to provide a ticketing/helpdesk platform, customer portal, API and integration options (including Zapier) plus mobile and project management capabilities to fit alongside their current toolchain.

OneDesk implemented a configurable ticketing system with a customer portal, API integrations and easy Zapier connections, mobile time-tracking, and workflow automation that converts incoming emails to tickets and enforces SLA-driven escalations. As a result, Microsoft Solutions Provider streamlined support operations, gained visibility into ticket progress and time tracking, and automated escalation and assignment rules to reduce manual handling and improve SLA compliance using OneDesk.