Case Study: Freshworks achieves faster help desk ticket resolution with Databricks

Satisfying customers through better help desk support

Freshworks, a provider of CRM and customer experience solutions, was struggling to keep up with growing customer support demand as its base expanded. Its legacy Hadoop infrastructure, built on Cloudera and a patchwork of data tools, created performance bottlenecks and heavy IT overhead, making it difficult to modernize help desk operations and improve ticket triage and resolution.

Freshworks migrated to the Databricks Data Intelligence Platform to unify data, analytics, and AI on a more flexible, multicloud lakehouse architecture. With Databricks, Freshworks was able to automate predictive help desk ticket triage and significantly increase ticket resolution speed, improving support productivity and customer satisfaction.

Freshworks

Prasad Ramakrishnan

Senior Vice President of IT and Chief Information Officer