Case Study: University charitable organization achieves streamlined student request handling and unified project management with OneDesk

University Charitable Organization - Customer Case Study

The University Charitable Organization — a non-profit representing students with about 60 staff across commercial, charity, marketing, design, communications and IT teams — needed a way to field, manage and track incoming IT and service requests from students while also supporting cross-department project work. They engaged OneDesk, using OneDesk’s helpdesk, customer portal and project management tools to capture student requests, standardize workflows and enable project tracking across teams.

OneDesk implemented a centralized system where tickets are captured manually or via email, enriched with custom fields and editable workflows, and exposed to students through configurable customer-portal forms for different request types. Project tasks, custom views, conversation threads and follower-based notifications consolidated communications and made work visible to all stakeholders; as a result OneDesk gave the University Charitable Organization a single repository for requests and projects, enabled direct student submissions, automated notifications to reporters, and streamlined coordination across its ~60 employees.