Story
Freshworks
SynapseSynapse Adopts Freshworks for Customer Support
Synapse, a financials organization in the United States, uses Freddy AI from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support agents work from the same Freddy AI record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
Story
Synapse did not need another dashboard that nobody opened. It needed customer support to move. In the United States, support agents already knew where support tickets went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Freddy AI from Freshworks is now in that path. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The company treats it as production tooling for customer support, which is why support agents live in it rather than exporting from it once a quarter.
Synapse can show how support tickets is handled today. That is the value: a repeatable way to run customer support on software the rest of the industry already recognizes.
