Case Study: Fiverr achieves faster, automated service desk operations and improved SLA compliance with Freshservice (Freshworks' ITSM suite)

Efficiency amplifies as Fiverr transforms its service desk with Freshworks’ ITSM suite

Fiverr, a global online marketplace for freelance digital services in the media sector, faced growing IT service challenges: a legacy system, ad-hoc email and Slack-based ticketing, random task assignment, no workflow automation, and an inability to maintain audit trails or SLA tracking. These issues increased resolution times and hindered scalability for the 12+ person IT team responsible for supporting Fiverr’s distributed offices.

Fiverr implemented Freshservice, Freshworks’ cloud-first ITSM suite, using its no-code Workflow Automator, mobile-friendly access, and customizable dashboards to standardize processes, monitor SLAs, and increase accountability. The result was faster ticket resolution, higher end-user adoption, improved collaboration for remote work, and optimized staffing; Fiverr now plans broader use of Freshservice’s Asset and Change Management modules to further boost automation and visibility.

Fiverr

Gai Hanochi

Head of IT and Security