Case Study: Chronosphere enhances customer support with ClearFeed's Slack-Zendesk integration

Chronosphere's Successful Slack-Zendesk Integration with ClearFeed

Chronosphere, a cloud-native observability platform, faced a challenge in maintaining high-quality customer support as it scaled. Their teams relied on numerous Slack channels for real-time collaboration with clients, but this created a disconnect with their primary support tool, Zendesk. The native integration was clunky and had low adoption, causing support issues to be resolved in Slack without being logged as trackable tickets. They needed a robust, bi-directional solution from a vendor like ClearFeed to integrate Slack and Zendesk seamlessly.

The solution was ClearFeed's Slack-Zendesk integration, which was quick to set up and required minimal IT overhead. It allowed customers to create tickets by simply adding an emoji to a Slack thread and enabled support teams to work flexibly across both platforms with real-time synchronization. ClearFeed's integration dramatically improved adoption, with ticket creation via the platform rising from 12% to 86% over four months. This provided Chronosphere with better tracking, reporting, and the ability to leverage their existing Zendesk SLAs and workflows.

Chronosphere

Tom Walker

Head of Customer Support Engineering