Harrods is one of the most renowned departmental stores offering the latest collection of men’s and women’s fashion, luxury gifts, food, and accessories.


Harrods was facing a challenge maintaining efficiency in its IT department. Though they were using Fresh service ITSM to help resolve issues faster, they wanted to keep track of the agent’s response and resolution time and see if things were being handled efficiently or not.

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Proposed Solution

Codup built a custom app for the Freshservice platform which allowed admins to calculate the response and resolution time of the agents. The Freshservice integration allowed admins to create custom rules like response and resolution time for different agent groups and for different priority levels.

To gauge and analyze the performance, we also enabled the functionality in which response and resolution time was calculated and a ticket was tagged in case of violation of the set rules.

The stack of technologies we used for this project was Node.JS, jQuery, Ajax, HTML, and CSS.


Our custom solution for Freshservice allowed Harrods to maintain efficiency in their IT department, which in turn improved efficiencies in all of their business processes. While our client’s positive feedback always overjoys us, what really delights us is when our custom software solutions lead our client towards success.

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