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

Esd 123 Streamlines Workflow With Freshservice

Educational Service District 123, a not-for-profit serving 23 school districts and over 70,000 students in Southeastern Washington, needed a more robust IT support platform to replace their basic Liberum helpdesk. They required features like time-tracking, email-to-ticket creation, group/department ticket routing, inventory management and an intuitive UI—needs addressed by Freshworks’ Freshservice.

Freshworks implemented Freshservice as a web-based service desk, enabling time entries on tickets, powerful filters, a service catalog and email-to-ticket workflows, which streamlined agents’ work and improved organization. As a result, wait time dropped from one week to one day, first contact resolution rose from 20% to 30%, and CSAT increased from 50% to 80%, with both agents and end users reporting higher satisfaction.

Educational Service District 123

Abner Garza

Technology Support Specialist