Case Study: University of Sydney achieves faster student query responses and measurable ticket tracking with Freshdesk

Freshdesk opens up new avenues for student queries and reduces first response time at the University of Sydney

The University of Sydney’s Student Accommodation Services team, which manages 1,500 beds across three campuses, faced growing pains as student enquiries were handled via departmental inboxes. With accommodation numbers tripling and no way to track ownership, status or response times, the team struggled with lack of prioritization, repetitive manual tasks and little visibility into performance.

Implementing Freshdesk converted emails into assignable tickets and used Dispatch'r, Observer and Supervisor automations to route work, reduce manual steps and enforce ownership. A published knowledge base and CSAT-driven watcher rules reduced repeat queries and flagged low-rated cases for follow-up. As a result the team can now report on performance, respond within 48 hours, resolve issues within a week, and export data for business intelligence.

University of Sydney

Alex Seng

Business Systems Analyst