Case Study: Open Study College achieves organized, efficient student support with Freshworks' Freshdesk

Open Study College Finds a Complete Customer Support Solution in Freshdesk

Open Study College, a distance-learning provider with over 160 courses and roughly 30,000 students, faced chaotic email-based support between geographically dispersed students and tutors. Web developer Andy Hawthorne needed a way to categorize incoming emails and implement a student-rating system to separate genuine tutor-performance issues from personal grievances. After comparing options, Open Study College chose Freshdesk from Freshworks for its simplicity, price and ease of use.

Freshworks implemented Freshdesk to centralize ticketing, run customer‑satisfaction surveys, generate reports on response times, and integrate with the college’s custom software via FreshPlugs. The result: no emails go missing, no tickets are overdue, faster response times, and measurable CSAT data that lets the college identify and remediate underperforming tutors — delivering clear time savings and much-improved support efficiency.

Open Study College

Andy Hawthorne

Open Study College