Case Study: Suffolk County Council achieves faster ticket resolution with Freshservice

Suffolk County Council resolves tickets faster with Freshservice

Suffolk County Council, the local authority for Suffolk, UK, supports 5,500+ employees across a large geographic area and relies on its IT and Support Services team to keep technology available year-round. The council was held back by an on-premise incident management system that hindered collaboration, lacked a self-service portal, and couldn’t scale to meet growing needs, so the team evaluated cloud ITSM options emphasizing ease of use, ITIL compliance, scalability and cost-effectiveness.

The council implemented Freshservice, launching a widely adopted self-service portal, searchable knowledge base, automated workflows, real‑time ticket visibility and proactive notifications. The IT team gained stronger analytics and customer feedback capabilities—monthly CSAT responses rose from about 150 to roughly 1,000—and service delivery became faster and more measurable; next steps include asset tracking, bot use and integrations with SCCM, Microsoft Teams and cloud telephony.

Suffolk County Council

Claire Sparkes

Head of IT Workforce and Support Services