Story
Freshworks@
Columbia Sportswear
Columbia Sportswear Modernizes Support Tickets with Freshworks
Columbia Sportswear, a consumer discretionary organization in the United States, uses Freshdesk from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Freshdesk is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Columbia Sportswear is based in the United States and runs consumer discretionary operations at a scale where support tickets cannot live in side channels. Support agents were reconciling competing copies of the same work, which slowed customer support and hid who owned the next step.
The company runs customer support on Freshworks, with Freshdesk as the product support agents actually open. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. For Columbia Sportswear, that means support agents can open one workflow, see support tickets, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for support tickets.
