Case Study: Zendesk improves product experience for millions of agents with CKEditor

Zendesk improves editing for millions of agents with CKEditor

Zendesk, a global provider of customer service software and SaaS solutions, needed to unify the uneven user experience across its vast product line. Different products used different rich text editors, which created inconsistency for millions of customer service agents and added complexity to the product development process. To solve this, Zendesk sought a single, robust editor and chose CKEditor after evaluating six other solutions.

By implementing CKEditor 5 as the core composer across its suite, Zendesk provided a standardized and feature-rich editing experience. The solution accelerated product development and enhanced the product with critical features like localization for 30 languages, accessibility support, and collaboration tools. This resulted in a significantly improved and consistent workflow for millions of agents, allowing them to focus on customer service rather than navigating their tools.

Zendesk