Case Study: COBB Tuning achieves real-time ticket tracking and balanced support workload with Geckoboard

Managing increased ticket volume

COBB Tuning, an automotive engineering company with a 14-person customer support team, faced a 10–15% jump in support tickets when the pandemic hit—rising from about 7–8k to 10–11k tickets per month—coming from chat, email and phone. With a reputation for fast first responses (usually under 12 hours) and 95–96% CSAT, the remote team needed a way to track the surge and distribute work without losing service quality.

They implemented a shared Geckoboard dashboard integrated with Zendesk, giving the whole team real-time visibility of calls and tickets via web and mobile. The dashboard made it easy to spot backlogs, redistribute workload, and run weekly recaps, helping the team maintain fast response times, high CSAT and better collaboration while working remotely.

COBB Tuning