Case Study: Alice achieves 40% higher agent productivity and 70% fewer open tickets with Freshdesk

Freshdesk helps Alice deliver on its promise of customer success

Alice is a Tel Aviv–based travel tech start-up and Israel’s largest online travel agency, focused on customer experience rather than just price. As Alice grew to a 20‑agent support team, it relied on a shared mailbox that left no ticket-tracking, reporting, SLAs, escalation paths, or automations—forcing agents to spend time picking tickets and making it hard to monitor or prioritize customer requests.

Alice implemented Freshdesk to automate ticket handling with round-robin assignment, Dispatch’r for automated categorization/prioritization, and rules/automations to close stale tickets and drive reporting. Within a month agent productivity rose more than 40%, open tickets fell from about 80–100 to 15–20 (roughly a 70% reduction), and first-response times improved, helping Alice deliver on its customer-success promise.

Alice

Omer Lahat

Chief Marketing Officer