Story
Freshworks
United AirlinesHow United Airlines Runs Customer Support on Freshservice
United Airlines, an industrials organization in the United States, uses Freshservice from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Freshservice |
| Capability | Support agents work from the same Freshservice record for support tickets |
Story
United Airlines is based in the United States and runs industrials operations at a scale where support tickets cannot live in side channels. Support agents were reconciling competing copies of the same work, which slowed customer support and hid who owned the next step.
The company runs customer support on Freshworks, with Freshservice as the product support agents actually open. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. For United Airlines, that means support agents can open one workflow, see support tickets, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for support tickets.
