Case Study: Plantagen transforms its IT Service Desk with Freshworks Freshservice

Plantagen transforms its IT Service Desk with Freshworks’ ITSM suite

Plantagen, the leading plant retailer in the Nordics, needed a more reliable and user-friendly IT service management platform to replace a free online ticketing system that was creating bottlenecks, silos, and inconsistent ITSM processes. The company wanted better communication across teams, self-service capabilities, stronger search, and a solution that would drive high user adoption, so it evaluated tools including Jira and ServiceNow before choosing Freshworks’ Freshservice.

Freshworks implemented Freshservice to standardize IT service and incident management, improve visibility and ownership of requests, and streamline support across Plantagen’s internal teams and external vendors. As a result, Plantagen improved ticket response and resolution times, reduced dependence on email-based ticket handling, enabled self-service and knowledge sharing, and gained better SLA and asset visibility through dashboards and Discovery Probe integration across its systems.

Plantagen

Morten Nyland

IT Consultant