Case Study: Pliancy streamlines internal support across Slack and Zendesk with ClearFeed

How Pliancy Streamlines Internal Support Across Slack & Zendesk and Enhances Support Efficiency With ClearFeed

Pliancy, a provider of tailored IT solutions, faced challenges in managing its internal support as the company expanded. The lack of integration between its communication platform, Slack, and its helpdesk system, Zendesk, created platform silos and disorganization. This led to inefficient manual ticket creation, difficulty prioritizing requests, and an inability to track service metrics. To solve this, Pliancy turned to ClearFeed to implement a streamlined support workflow.

By implementing ClearFeed’s Slack and Zendesk integration, Pliancy automated ticket creation and established a bi-directional sync between the two platforms. This solution eliminated manual processes and provided a unified view of all requests. The results were significant, enabling the team to efficiently handle over 400 tickets monthly across five Slack channels, which improved response times and operational efficiency without requiring additional staff.

Pliancy

Mark Wagner

Information Technology Operations Manager