Case Study: PosterGully achieves streamlined customer support and faster ticket resolution with Freshworks (Freshdesk)

PosterGully uses Freshdesk to build customer relationships

PosterGully, an India-based ecommerce site founded by Bharat Sethi, needed a simple, scalable way to manage growing customer demand and avoid agent collision as support grew beyond email and traditional VoIP. To build stronger customer relationships they turned to Freshdesk from Freshworks for an intuitive helpdesk that could replace scattered Outlook threads and costly international phone workflows.

Freshworks’ Freshdesk converted every customer query into prioritized tickets, set SLAs, threaded conversations, removed duplicates and added powerful automation plus a support widget that replaced chat—making support nearly invisible to customers. The result: two agents now handle about 525 tickets a month with an average resolution time of 2.5 hours, faster responses globally and a simpler setup that PosterGully adopted within a 10‑day trial.

PosterGully

Bharat Sethi

Founder & CEO