Case Study: University of Sydney cuts first response time and streamlines student accommodation queries with Freshworks' Freshdesk

Freshdesk Opens Up New Avenues for Student Queries and Reduces First Response Time at the University of Sydney

The University of Sydney’s Student Accommodation Services team, which manages 1,500 beds across three campuses, faced growing pain from department-specific shared inboxes that left them unable to track, prioritize or measure student email queries. Looking for an email ticketing system, the team chose Freshworks’ Freshdesk to convert emails into tickets, assign ownership, and gain visibility into volume and resolution times.

Freshworks implemented Freshdesk with Dispatcher, Observer and Supervisor automation rules, easy reassignment, a customized knowledge base, CSAT surveys and Watcher escalation to streamline workflows and automate repetitive tasks. The solution gave the team accountability and reporting capabilities (data export for BI); after deployment they now respond within 48 hours, resolve most tickets within a week, and can measure customer satisfaction and team performance.

University of Sydney

Alex Seng

Business Systems Analyst