Customer story

Sainapse runs the full ticket lifecycle at Freshworks

Freshworks runs Sainapse on its own support desk, across four products. Sainapse classifies every ticket, routes it, drafts the response, QAs the resolution, and keeps the knowledge base current inside Freshdesk, Freshservice, Freshchat, and Freshcaller. Resolution accuracy (Sainapse-produced resolutions judged correct on review) started around 70% on day 0. By day 90 it hit 93%, and it has held there since.

Freshdesk · Freshservice · Freshchat · Freshcaller

93%

Resolution accuracy: Sainapse-produced resolutions judged correct on review, across classification and response generation

Freshworks

100%

QA coverage on resolved tickets, compared with the industry-standard 2-5% sampling rate

12+ months

in production with no drop in accuracy

The challenge

Four products meant four ticket schemas, several agent teams, and product updates that kept changing what a ticket looked like.

Point AI tools handled one step each. None of them could see the whole lifecycle, learn from how a ticket resolved, or QA the result. Quality varied agent by agent, and the knowledge base did not update itself. Freshworks needed one system that ran the whole loop instead of a tool for each step.

What Sainapse runs

Sainapse runs the whole ticket lifecycle inside the Freshworks tools agents already use. It classifies the ticket, routes it, drafts the response, resolves it where it can, QAs 100% of resolved tickets, and writes knowledge base articles from the patterns it finds.

It keeps learning from every ticket the team closes and every KB update they approve. Per-agent QA dashboards show managers where to coach. The content team runs the same engine over the knowledge base itself.

The ramp

Resolution accuracy is Sainapse-produced resolutions judged correct on review. It went 70% on day 0, 93% by day 90, and has held at 93% at month 12. Most of the learning happened in the first 90 days.

12+ months in production with no drop in accuracy. KB consolidation runs on its own now, work the content team used to do by hand.

A customer-support platform, running on Sainapse

Freshworks builds customer support software for a living. It looked at the market, chose Sainapse, and put it into production on its own support desk across all four products. Sainapse has run there for over a year.

Twelve months on

The numbers held.

In their words

Murali Krishnan on what changed

Freshworks

Murali Krishnan, SVP, Customer Experience

Sainapse is the copilot our 400-strong support team actually uses. 95% of the resolutions it generates ship without edits. Our customers now average just over one touchpoint to close a ticket, down from four. Specialists spend their time on the cases that actually need them.

Runs alongside the AI already in the helpdesk

Freshworks kept Freddy AI. Sainapse installs underneath it as the decide-draft-learn layer, so the tools a team already licenses run off fresher context instead of competing for the same ticket.

Related deployment

Companion story

Freshworks: MRR-based support tiering

Sainapse also runs Account Intelligence at Freshworks, tiering accounts by MRR and forecasting renewals.

Workflow

Customer Support

The workflow this deployment runs: classification, routing, response drafting, resolution, and post-resolution QA.

See it running on your stack.

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