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

Eztix's First Call Resolution Is at 94% Thanks to Freshdesk

EzTix, an event ticketing company, needed a more reliable, cost-effective customer support platform after frustrations with Zendesk’s product fit and support. They evaluated alternatives and moved to Freshworks’ Freshdesk to address slow assignment times, poor vendor support, and a lack of integrations that hampered their workflow.

Freshworks implemented Freshdesk with tight integrations (Freshsales, Talkdesk, Slack), API access, and a hidden ticket-forwarding feature for third-party conversations, enabling straightforward onboarding and strong adoption. As a result, EzTix saw an 85% reduction in average first assign time to 36 minutes, achieved a 94% first call resolution rate and a 97% resolution SLA, demonstrating clear operational and customer-experience improvements with Freshworks.

EzTix

Jeremy Mitchell

CEO