Case Study: Envato achieves faster ticket resolution and unified customer management with Kayako

How Envato manages multiple customer bases in one place and resolves tickets faster with Kayako

Envato, a Melbourne-based online marketplace and learning network with 501–1,000 employees, grew from a small startup into a global community trading digital assets and educational content. As support volume exploded—initially routed to the CEO’s inbox—their homemade helpdesk proved too costly and unscalable, leaving them unable to efficiently manage multiple customer bases or meet response-time expectations.

Envato implemented Kayako’s SingleView™ helpdesk to consolidate all customer interactions in one system, use ticket parsing and Smart Routing to direct inquiries, and set automated reminders to meet a 24-hour response promise. The result: faster resolutions, more personalized support, higher customer satisfaction, and improved productivity so the team can handle more requests while delivering consistent, high-quality service.

Envato

Jordan McNamara

Community Manager