Client: SaaS Product Company (Undisclosed) · Industry: Software / SaaS
At a Glance
Challenge: Inconsistent ticket response time across time zones, No structured escalation or shift scheduling process, Overwhelmed internal team with growing client base
Approach: Built a dedicated 24/7 service desk team (L1/L2), Implemented a ticket triage and SLA matrix inside Freshdesk, Created shift rotations with timezone overlap coverage, Integrated feedback loop to reduce ticket reopen rates
Results: Resolved 6,400+ support tickets with 92% SLA compliance and <20 min avg response time across 3 continents.
Technologies used: Freshdesk, Active Directory, VPN, VoIP Systems
The Client’s Pain Points
A growing SaaS company faced a rise in support tickets from global customers. Their in-house IT team couldn’t keep up with L1/L2 queries, and ticket resolution was taking too long — affecting customer satisfaction and team morale.
Our Helpdesk Deployment
Yabuh onboarded a remote helpdesk team trained specifically in the client’s tools and platform. We configured Freshdesk with clear categories for incident, request, and escalation types. Shifts were arranged for full coverage across North America, Asia, and the Middle East — ensuring real-time support during business-critical hours. Each agent was assigned to a ticket group, and the service desk lead managed escalations directly to the client’s internal Tier 3 team.
Operational Improvements
- First response time: reduced from 3.1 hrs → 18 minutes
- Resolution SLA (within 4 hrs): improved to 92%
- Ticker deflection via FAQ & canned responses: increased by 40%
- Weekend coverage: handled by rotating standby agents
- Agent satisfaction (internal NPS): jumped from 71 → 91
Scalable Model for the Future
The client extended the contract for another 6 months and introduced Yabuh agents to their customer success team for proactive outreach. Our data-driven reports helped prioritize common requests, reducing repeat issues and allowing automation rollout.
Interested in Similar Results?
Yabuh can build your custom IT support desk — white-labeled, SLA-driven, and fully remote.