Case Study: University of Aberdeen achieves 94.57% CSAT with Freshservice

The University of Aberdeen From Anecdotes to Analytics to Action

The University of Aberdeen, a public research university in Scotland with about 18,000 students and a 180‑person IT team, struggled with a legacy 2009 service tool that forced manual incident handling, made triage difficult across 50,000 annual tickets, and produced limited reporting and licensing constraints. After pursuing SDI best‑practice certification, the team sought a modern, cloud‑based service desk to reduce resolution times and improve end‑user experience.

By deploying Freshservice in a matter of months, the university introduced role‑based Views, drag‑and‑drop workflow automation (100+ automations), 84 canned responses and AI‑driven deflection, plus powerful analytics and a rebranded self‑service portal. The result: a 94.57% CSAT, an 81% drop in average resolution time, 105 working days saved from auto‑appended replies to 27,301 tickets, 481 tickets deflected by Freddy, and agents now handling about 1,200 tickets per week.

University of Aberdeen

Iain Cameron

User Services Manager