Case Study: Databricks achieves 23% ticket deflection and company-wide employee support with Freshservice

Databricks finds success with Freshservice’s AI-powered automation for IT support, then expands to 8 more departments

Databricks, the AI and data analytics company, needed a more scalable and cost-effective way to manage IT service requests, improve resolution times, and reduce downtime across its growing employee base. After using email, Slack, Zendesk, and Spoke, it turned to Freshservice for IT service management to unify support and bring more structure and automation to ticket handling.

Freshservice implemented a self-service knowledge base, automated routing, and a single portal that later expanded from ITSM into enterprise service management for HR, legal, security, and learning and development. The results included a 23% ticket deflection rate, improved employee experience, and lower IT costs, while Freshservice helped Databricks scale support from 50 to 230 agents across eight additional departments.

Databricks

Pradeep Singh

VP of Infrastructure and Operations