Case Study: National eResearch Collaboration Tools and Resources (NeCTAR) achieves streamlined user support and reduced ticket volume with Freshworks

NeCTAR Uses Kbase To Redefine User Experience

The National eResearch Collaboration Tools and Resources (NeCTAR) supports Australia’s research community with cloud infrastructure and virtual labs but struggled with a siloed, email-only support model and a customised Request Tracker that couldn’t handle multiple channels, multi‑tenancy or self‑service. NeCTAR selected Freshworks’ Freshdesk to deliver a cloud-based, configurable helpdesk offering chat, phone, portal multi‑tenancy and a knowledge base to better serve a federated support model across eight nodes and thousands of researchers.

Freshworks implemented Freshdesk with a linked knowledge base, ticket tagging, federated agent portals and an API integration that pre-populates tickets from the NeCTAR Research Cloud dashboard, enabling faster, more consistent responses and a 2‑hour resolution target. The change cut ticket volume from about 400 to roughly 150–200 a month (around a 50% reduction), supports 9,000+ end users with ~65 agents, and improved self‑service and agent efficiency through reusable KB articles and streamlined workflows.

National eResearch Collaboration Tools and Resources

Wilfred Brimblecombe

Operations Manager