Case Study: SYNAQ achieves 99% resolution SLA with Freshdesk

SYNAQ chose Freshdesk over its competitors and has since achieved 99% resolution SLA

SYNAQ, a South African cloud email service provider, needed a more user-friendly support platform after finding Kayako too complex, with poor reporting and no canned responses. The team wanted better ticket management, CRM integration, and a single view of customer information, so they evaluated Freshdesk as a replacement.

Freshdesk was implemented smoothly and helped SYNAQ streamline support operations with reporting, integrations, canned responses, and automated ticket routing. The results were strong: SYNAQ achieved a 99% resolution SLA, a 97% first response SLA, and reduced average ticket resolution time to 13 hours, while making support more responsive and easier for engineers to manage.

Synaq

Floyd Derry

Technical Operations Manager