Case Study: Hired achieves faster response times and higher SLAs with Freshworks' Freshdesk

Hired Wins Customer Love With Freshdesk

Hired, a fast‑growing career marketplace, was struggling to manage customer and internal requests handled informally by email as the company scaled. To replace fragmented communication, better document long calls and emails, integrate with Google Apps, and reduce manual timesheet entry for billing, Hired selected Freshworks’ helpdesk product Freshdesk to create a structured, company‑wide support model.

Freshworks implemented Freshdesk with its Occasional Agent pricing and role model so teams across engineering, talent advocacy, sales and operations could all handle tickets cost‑effectively. The deployment now uses 56 Occasional Agents plus one full‑time rep and eight licensed users, and delivered measurable gains: First Response SLA rose from 64% to 86% (+22%), SLA Resolution improved from 87% to 96% (+8%), average response time fell from 4h4m to 2h47m (▼32%), and Hired saves nearly $4,000 per month versus traditional licensing.

Hired

Bryce Young

User Operations Engineer