Case Study: Dexion achieves unified, scalable support and faster ticket resolution with Freshworks

Dexion Uses Freshdesk to Unify and Scale Their Operations

Dexion, a 70‑year racking and warehousing solutions provider in Australia, faced fragmented internal support: a clunky email-based ticketing approach, poor visibility into request status, and delayed resolution of critical tickets. To unify operations across sales, service, engineering and design, Dexion chose Freshworks’ Freshdesk to replace siloed processes and reduce dependence on tribal knowledge.

Freshworks implemented Freshdesk as a centralized ticketing and help‑center solution, providing visibility so no request goes unnoticed, reporting on resource utilization, defined escalation management, and customizable workflows. As a result, Dexion achieved faster handling of critical events, improved team productivity and customer service, and measurable reporting on SLAs and resource use to drive ongoing operational improvements.

Dexion

Merrill Micu

IT Infrastructure Specialist