INDUSTRY

Education

LOCATION

United States

USAGE

IT Support

CHALLENGES
  • Very basic tool
  • Unable to track time
  • Needed more features
  • Less productivity
FAVORITE FEATURES
  • Intuitive UI
  • Time-tracking
  • Filters
  • Email to ticket creation
  • Service catalog

About ESD 123

Educational Service District 123 (ESD 123), based in Pasco, Washington, is one of nine ESDs in Washington. Dedicated to delivering collaborative solutions that promote learning, ESD 123 serves 23 school districts in seven counties of Southeastern Washington. It is a not-for-profit educational organization that provides efficient educational systems and equity of learning opportunities for over 70,000 Washington students. As far as the IT department is concerned, ESD has roughly about 6-7 districts that they provide direct services to and as an agency they have 23. ESD uses our helpdesk for 4 school districts.

 

 

Goal

ESD 123 wanted to replace Liberium helpdesk software that they were using. They needed a more robust tool that could do things like track time and create a full-fledged support system to boost productivity.

Solution we provided

Freshservice ticked a lot of boxes for ESD 123. They wanted a web-based tool that could help them track time, divide tickets between people and also have groups and departments. In addition, they wanted email-to-ticket creation and that could provide an inventory for their devices. After examining multiple tools, including Zendesk, they found Freshservice a perfect fit.

 

“After looking at multiple helpdesks, I liked the interface Freshservice had. The main aspect was, its was easy to read, easy to go through tickets, and at the very first of the dashboard it gives a clear picture of what is happening, which I think is fantastic.”

Abner Garza

Technology Support Specialist

ESD 123

Success

After using Freshservice, the ESD team has become more organized and workflow has been more streamlined. The agents and the end user expressed satisfaction using Freshservice.

The Freshservice UI is clean, simple and informative – it provides the team with an overview of all that’s happening in the service desk at single glance.

Time tracking: Freshservice lets them add time entries to different tickets, problems, changes and releases and makes it easy to track time spent on different kinds of activities.

Filters: Lets them filter tickets based on properties and decide what tickets to work on next.

  METRICS   BEFORE FRESHSERVICE   AFTER FRESHSERVICE
  Wait time   1 week   1 day
  FCR   20%   30%
  CSAT   50%   80%