Case Study: National eResearch Collaboration Tools and Resources (NeCTAR) achieves streamlined user support and halved ticket volume with Freshdesk

NeCTAR Uses Kbase To Redefine User Experience

NeCTAR, Australia’s national e-research infrastructure supporting over 9,000 researchers (and growing), faced a fragmented, email-centric support model that struggled to serve a federated network of nodes, multiple tiers of support, and dozens of distributed contributors. Their legacy Request Tracker setup lacked multi-channel, multi-tenant and self-service capabilities, making it hard to scale, standardize responses, and capture support knowledge.

NeCTAR adopted Freshdesk to add chat, phone, multi-tenant portals and a knowledge base, and integrated it with the NeCTAR Research Cloud to auto-populate tickets with instance data. Agents now link KB articles, tag trends, and work to a 2-hour resolution target; ticket volume fell from about 400 to 150–200 per month (roughly a 50% reduction), support is more consistent across 65 agents, and user and agent experience have both improved.

National eResearch Collaboration Tools and Resources

Wilfred Brimblecombe

Operations Manager