Case Study: Astraware achieves 90% in‑app question resolution and faster support with Freshdesk

Freshdesk helped Astraware provide stellar customer support

Astraware is a UK indie game studio founded in 2000 that today runs on a two-person team responsible for development, business and customer support. As player messages surged around new releases, their shared Gmail and a bespoke system left tickets buried or lost, eating into development time and making it hard to respond promptly.

Switching to Freshdesk (with Mobihelp, a knowledge base and automations) solved those problems: setup took a day, in‑app FAQs and diagnostic data let the team resolve over 90% of queries inside the game, and automations and canned responses dramatically cut manual work. After 500 days on Freshdesk they handle roughly 800 tickets a day with an average response time of 10–12 hours, managing support in under an hour a day and improving customer satisfaction.

Astraware

Howard Tomlinson

Co-Founder