Case Study: Hired achieves improved SLAs and faster response times with Freshdesk

Hired wins customer love with Freshdesk

Hired is a fast-growing career marketplace that connects candidates with thousands of vetted employers. As the company scaled, support was managed ad hoc through email, making it hard to track issues, document phone calls and threads, integrate with Google Apps, and capture billable time for QuickBooks — so Hired needed a structured, company-wide helpdesk that could handle both customer and internal requests.

Hired implemented Freshdesk using its Occasional Agent model so teams across engineering, talent advocacy, sales and operations could all respond to tickets; 56 occasional agents plus core licensed users let the company scale support affordably (saving about $4,000/month). The result was faster, more transparent service: within-SLA rates rose to about 96–97%, first-response SLA improved dramatically (up ~22 points) with average first response around 2 hours, average response time fell ~32% to about 2h47m, and average resolution time is roughly 7.5 hours.

Hired

Bryce Young

User Operations Engineer