Case Study: Bracknell Forest Council achieves 76% self-service adoption and reduced reliance on traditional channels with Freshservice

Bracknell Forest Council reduces reliance on traditional channels and increases self-service usage by 76%

Bracknell Forest Council, the local authority for Bracknell Forest in Berkshire, was hampered by a legacy ticketing system that forced residents and staff to use email and phone, required heavy customisations, and relied on manual, siloed processes that left IT with limited context and long resolution times. The council needed a centralised, easy-to-learn solution with self-service and cross-team visibility to reduce agent workload and improve efficiency.

The council deployed Freshservice across IT and enterprise teams (65 agents), branded the support portal “Toto,” and ran communications to drive adoption. As a result, self-service now handles 76% of tickets, SLA compliance improved to 91%, auto-assignment and opt-out controls boosted agent productivity, and asset discovery and tracking were significantly improved—freeing teams to focus on higher-value work.

Bracknell Forest Council

Beth Rayburn

Service Desk Team Lead