Case Study: SYNAQ achieves 99% resolution SLA and 97% first-response with Freshworks (Freshdesk)

Synaq Chose Freshdesk Over Its Competitors and Has Since Achieved 99% Resolution Sla

Synaq, a South African cloud email service provider managing over a million mailboxes, faced limitations with their previous support tool—complex usability, poor reporting, no canned responses and no single view of customers—while seeking a cloud, CRM-integrated solution. They evaluated alternatives and chose Freshworks’ Freshdesk for its user-friendly functionality and competitive price.

Freshworks deployed Freshdesk to provide CRM integration, automated ticket assignment, customizable rules (Dispatcher/Supervisor/Observer), canned responses, robust reporting and adjustable agent queues; the implementation was smooth. As a result Synaq’s support performance improved markedly: a 99% resolution SLA, 97% first-response SLA and an average resolution time of 13 hours, along with better agent productivity and actionable reporting.

Synaq

Floyd Derry

Technical Operations Manager