NRL IT ticket backlog reduction became a priority as growing demand started to overwhelm day-to-day support operations. This article explains how the National Rugby League used Freshservice automation to improve visibility, streamline workflows, and reduce a long-standing IT ticket backlog.
For organisations operating at scale, IT support is rarely just an internal function. It directly impacts employees, partners, and critical business operations. When service requests slow down or tickets pile up, the effects are felt quickly.
The National Rugby League operates in a fast-paced environment where downtime, delays, or unclear processes can create real disruption. Like many organisations, the NRL reached a point where its existing service management approach no longer matched its operational needs.
Rather than adding complexity, the team focused on simplifying workflows and reducing manual effort using Freshservice automation.
Before Automation: NRL IT Ticket Backlog Reduction Challenges
Before adopting Freshservice, the NRL IT team faced challenges common to many growing organisations.
Key Challenges:
- Limited visibility into IT requests and service performance
- Manual handling of tickets and workflows
- Dependency on external support for configuration changes
- Tools that were difficult to adapt as requirements evolved
These issues made it harder for the team to move quickly and maintain consistent service levels as demand increased.
Why Freshservice Supported NRL IT Ticket Backlog Reduction
According to the Freshworks customer story, the NRL selected Freshservice because of its simplicity and flexibility.
Key factors included:
- Rapid onboarding for IT staff and end users
- No-code configuration that allowed the team to make changes internally
- Improved visibility into tickets and assets
- A modern interface that encouraged adoption
The platform enabled the IT team to move away from rigid processes and regain control of their service desk without relying on custom development.
Automation and Workflow Improvements
Freshservice automation played a central role in helping the NRL streamline operations and reduce friction.
01. Faster Ticket Intake and Visibility
With a centralised service portal, IT requests were captured consistently and made visible to the team. This reduced confusion and ensured work was tracked properly from the start.
02. Automated Routing and Ownership
Tickets were routed automatically based on request type, helping ensure issues reached the right team quickly without manual triage.
03. Simplified Configuration and Workflow Changes
The IT team was able to adjust workflows internally without external consultants. This reduced delays and allowed continuous improvement as needs changed.
04. Asset Management Integration
Improved asset visibility helped the team understand dependencies and respond more effectively to incidents and requests.
Together, these changes reduced manual effort and helped prevent tickets from aging unnoticed.
This approach to NRL IT ticket backlog reduction focused on simplifying workflows before introducing additional automation.
Timeline of Improvement
Early Stage
- Rapid onboarding of IT staff
- Fast rollout to users
- Immediate visibility into incoming requests
Stabilisation Phase
- Workflow adjustments based on real usage
- Reduced reliance on manual ticket handling
- Clearer ownership and accountability
Ongoing Operations
- Consistent service processes
- Better insight into IT demand
- More time spent on proactive work
While the Freshworks case study does not publish exact backlog numbers, the emphasis is clear. Improved visibility and automation helped the team manage demand more effectively and avoid operational bottlenecks.
Outcomes and Impact
Based on the published case study, the NRL achieved:
- Faster adoption across the organisation
- Greater transparency into IT operations
- Reduced dependency on external support
- A service desk that could adapt as requirements evolved
Most importantly, the IT team gained confidence in their ability to manage service requests efficiently.
What Other IT Teams Can Learn
The NRL story highlights several lessons that apply broadly:
- Simplicity drives adoption
- Automation should remove friction, not add complexity
- Visibility is critical to backlog control
- No-code tools enable faster improvement cycles
Backlog reduction is not only about speed. It is about creating workflows that scale with demand.
Repeatable Steps for IT Teams
If you are facing a growing backlog or limited visibility, start with these steps:
- Centralise all IT requests through a single portal
- Automate routing and ownership early
- Reduce manual configuration dependencies
- Review workflows regularly and adjust
- Measure visibility and flow, not just volume
These steps create a foundation for sustainable ITSM improvement.
Final Thought
Large ticket backlogs and slow response times are often symptoms of manual processes that no longer scale.
The NRL Freshservice story shows that thoughtful automation and workflow simplification can make a meaningful difference without introducing unnecessary complexity. The key is understanding which processes to streamline and how to do it safely.
If you are exploring Freshservice automation or looking to reduce an IT ticket backlog, you can speak with a KlickFlow expert to review your current setup and identify practical next steps.
Schedule a conversation with our team to explore how automation can work for your environment.