Case Study: DTI Management achieves streamlined support, actionable reporting, and faster resolutions with Freshworks' Freshdesk

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

DTI Management, a global secondary ticketing platform in home decor retailing, struggled with internal collaboration and a lack of reporting while supporting sellers and buyers. Facing high agent costs and usability issues with their previous system, they needed better ways to track which agent handled issues, time spent, and recurring problems. To solve this, they turned to Freshworks and adopted its Freshdesk helpdesk product to support their seller- and customer-facing teams.

Freshworks implemented Freshdesk for 50 agents, using a team inbox, Dispatch’r rules, Automatic Ticket Dispatch, and an internal knowledge base to consolidate seven support emails into one routed stream and log all actions. The change gave managers clear reports (including the Group-At-A-Glance), forecasting ability, and visibility into productivity—handling 6,268 tickets/month with a First Call Resolution of 81%—resulting in faster resolution times, better planning for seasonal spikes, and happier customers who return to purchase more tickets.

DTI Management

George Cremeans

Lead QA/Automation Engineer