Story
Freshworks
General DynamicsGeneral Dynamics Uses Freshsales for Support Tickets
General Dynamics, an industrials organization in the United States, uses Freshsales from Freshworks to support customer support for support agents.
Freshworks is how General Dynamics keeps support tickets visible to people who have to act on it.
“Industrials work at General Dynamics spans more than one site, even when headquarters sits in the United States.”
“Support agents asked for a shared way to run customer support without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Freshsales |
| Capability | Support agents work from the same Freshsales record for support tickets |
Story
Industrials work at General Dynamics spans more than one site, even when headquarters sits in the United States. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support without freezing local judgment.
Freshworks (Freshsales) is what they standardized on. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. General Dynamics uses it as the system of record for support tickets, with support agents as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
