Story
Zendesk
CircleCICircleCI Brings Support Tickets onto Zendesk
CircleCI, an information technology organization in the United States, uses Zendesk QA from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through Zendesk QA |
| Capability | Support agents work from the same Zendesk QA record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
Information Technology work at CircleCI spans more than one site, even when headquarters sits in the United States. 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. CircleCI 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 The story is about operating change, not an unpublished percentage.
