Story
Freshworks@
Rockwell Automation
Rockwell Automation Modernizes Support Tickets with Freshworks
Rockwell Automation, an industrials organization in the United States, uses Freshdesk from Freshworks to support customer support for support agents.
Rockwell Automation uses Freshdesk to track conversations across channels without losing the thread.
“From the United States, industrials teams still had to serve customers and internal partners who expected a straight answer.”
“Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams.”
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 Freshdesk |
| Capability | Support agents work from the same Freshdesk record for support tickets |
Story
Rockwell Automation grew support tickets faster than the local tools around it. From the United States, industrials teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out Freshdesk put customer support on Freshworks. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Rockwell Automation keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
