Case Study: DTI Management achieves streamlined seller support and actionable reporting with Freshdesk

DTI Management uses Freshdesk to collaborate internally and to support sellers better

DTI Management is a long-standing player in the secondary ticket market, managing inventory for resellers across major exchanges since 1999. As the business grew—handling thousands of queries across seven departments—its support team struggled with collaboration, high per-agent costs and a lack of reporting and tracking in their previous system, making it hard to identify recurring issues or measure agent productivity.

DTI moved to Freshdesk, deploying a team inbox, internal knowledge base, Dispatch’r rules and Automatic Ticket Dispatch to consolidate seven support emails into one routed channel, log actions and allocate issues to the right teams. The change gave managers clear reports (including Group‑At‑A‑Glance), better forecasting and weekly insight into top problems—helping 50 agents handle 6,268 tickets per month with an 81% first-call resolution—and resulted in smoother operations, faster fixes and more satisfied, returning customers.

DTI Management

George Cremeans

Lead QA/Automation Engineer