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Zest’s Freshservice case studies showcase the real operational improvements we deliver: cleaner workflows, stronger automation coverage, reduced ticket noise, and service desks that scale. Each story follows a simple, proven structure — the challenge, what we delivered, and the impact. These examples reflect the work Zest is known for: practical fixes, measurable improvements, and long-term optimisation.
Trusted by companies across the UK, and beyond
How we measure success
Zest believes that every improvement made in Freshservice should be measurable, meaningful, and aligned with long term service maturity. This section highlights the outcomes that matter most for service leaders and the results our work has delivered across a range of organisations. By focusing on clarity, consistency, and scalable impact, we help teams understand exactly how Freshservice is performing and where gains can be made.
Key KPIs We Track
SLA performance and breach prevention
First response times and resolution speed
Ticket backlog, ageing, and duplicate reduction
Automation coverage and time saved
Requester satisfaction and adoption
Process compliance and workflow stability
How We Measure Success
Our reviews combine Freshservice reporting, automation insights, data quality checks, and configuration audits. We provide clear dashboards and narrative summaries, helping stakeholders understand trends and the value of each improvement cycle.
Success Stories
A multi entity service desk saw a major reduction in duplicates after Zest redesigned workflow and threading logic.
A growing education provider improved routing accuracy across multiple sites, reducing manual reassignment.
A technology client saved significant monthly hours through redesigned onboarding automation and catalogue simplification.
Ekco is bringing multiple acquired businesses together under one service model. We support their consolidation journey by helping standardise processes, retire legacy tools, and increase automation and deflection across a diverse customer base. Our work includes rebuilding the self-service portal, strengthening CCDL logic, improving threading rules, and designing automations that reduce manual effort for multi-entity operations. The result is a cleaner, more predictable Freshservice environment that supports an automation-first operating model.
Brunel’s service model is centred on College Administration and University-wide ESM rather than traditional IT. Many teams were working entirely out of Outlook, with low tool adoption and limited routing accuracy. Zest redesigned their structure with dedicated workspaces, college-specific routing, mailbox logic, and a more intuitive portal. This allowed less IT-literate teams to work confidently in Freshservice, improving triage speed and creating a consistent service experience for students and staff.
PLG’s global service teams needed clarity, maturity, and a shared direction. Zest delivered a full Freshservice health check, complete with RAG scoring, maturity mapping, and a structured improvement roadmap. We also guided their early adoption of AI features, helping teams reduce manual effort, improve categorisation accuracy, and work more cohesively across regions.
Both Harneys Friduciary and RWK Goodman needed a modern service desk stood up quickly — and one they could confidently manage themselves afterwards. Zest delivered end-to-end Freshservice implementations in just six weeks, including catalogue design, workflow mapping, routing, onboarding, and knowledge handover. The focus was simple: build it properly, teach them to “fish,” and leave them empowered to grow without long-term dependency.