Story
Zendesk
ASE TechnologyASE Technology Uses Zendesk QA for Support Tickets
ASE Technology, an information technology organization in Taiwan, uses Zendesk QA from Zendesk to support customer support for support agents.
ASE Technology standardized support tickets on Zendesk instead of keeping parallel copies.
“Information Technology work at ASE Technology spans more than one site, even when headquarters sits in Taiwan.”
“Support agents asked for a shared way to run customer support without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how customer support actually runs |
Story
Information Technology work at ASE Technology spans more than one site, even when headquarters sits in Taiwan. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support without freezing local judgment.
Zendesk (Zendesk QA) is what they standardized on. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. ASE Technology uses it as the system of record for support tickets, with support agents as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
