Case Study: Educational Service District 123 achieves streamlined workflow and faster response times with Freshservice

ESD 123 streamlines workflow with Freshservice

Educational Service District 123 (ESD 123), based in Pasco, Washington, is a not-for-profit organization that supports 22 school districts and over 70,000 students. The IT team relied on a very basic Liberum helpdesk that couldn’t track time, lacked essential features, and limited productivity — so they needed a more robust, web-based support system to better distribute work across people, groups and departments.

After evaluating multiple tools (including Zendesk), ESD 123 chose Freshservice for its intuitive UI, time-tracking, email-to-ticket creation, filters, service catalog and device inventory. The new system streamlined workflows and improved organization and satisfaction: wait time dropped from one week to one day, first-contact resolution rose from 20% to 30%, and CSAT increased from 50% to 80%.

Educational Service District 123

Abner Garza

Technology Support Specialist