Story
Zendesk
Imperial OilImperial Oil Brings Support Tickets onto Zendesk
Imperial Oil, an energy organization in Canada, uses Zendesk QA from Zendesk to support customer support for support agents.
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 |
| Risk and compliance | Zendesk QA is the governed place support agents use for customer support |
Story
Energy work at Imperial Oil spans more than one site, even when headquarters sits in Canada. 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. Imperial Oil 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 The story is about operating change, not an unpublished percentage.
