Case Study: GrowersHouse.com achieves streamlined email monitoring and improved agent accountability with Freshdesk

GrowersHouse.com ensures effective monitoring of customer and vendors requests with Freshdesk

GrowersHouse.com is a family-owned hydroponics and indoor gardening retailer based in Tucson with a global e-commerce storefront. As the business grew, customer and vendor communications were handled through a single shared Gmail inbox, creating inefficient workflows, missed emails, duplicated work, and no way to monitor or assign accountability for tasks.

After evaluating options and trialing Freshdesk, GrowersHouse implemented automated routing, ticket assignment, and observer rules to track responsibility and SOP compliance. The result was streamlined email handling, clearer task ownership, more accurate and complete responses from agents, and visibility for managers to monitor and fix lapses—improving overall accountability and resolution rates.

GrowersHouse.com

David Keith

Chief Technology Officer