Case Study: EzTix achieves 94% first-call resolution with Freshdesk

Eztix's first call resolution is at 94% thanks to Freshdesk

EzTix, a US-based online ticketing company founded to simplify event bookings, struggled with an expensive, unresponsive Zendesk setup that didn’t meet their needs—especially the ability to privately loop in event organizers and integrate closely with their CRM. With hundreds of clients to represent, EzTix needed a more approachable support platform, better integration with Freshsales, and features like background ticket forwarding to streamline communications.

EzTix migrated to Freshdesk for its strong customer support, clear onboarding, API access and seamless Freshsales integration, plus the hidden-forwarding/sub-conversation feature they relied on. The switch drove measurable gains: first-call resolution reached 94%, average first-assign time fell 85% to 36 minutes, resolution SLA sits at 97%, and the team achieved rapid adoption and ongoing confidence in the platform.

EzTix

Jeremy Mitchell

CEO