Case Study: a leading wireless retailer modernizes support and migrates from Zendesk to Jira Service Management with Praecipio

Leading Wireless Retailer Switches from Zendesk to Jira Service Management

A leading wireless retailer, an exclusive premium retailer for Verizon with over 1,000 locations, faced significant challenges with its Zendesk ticketing system. With their contract expiring, they needed to quickly migrate over 300,000 records and required a highly customizable solution that Zendesk and its support team could not provide. The retailer partnered with Praecipio to handle the urgent migration to Jira Service Management.

Praecipio successfully executed the complex migration by building a custom Jira Service Management environment with 12 service desk portals, replicating the retailer's required fields and workflows. They migrated all historical data and attachments while avoiding business disruption. Additionally, Praecipio created a Confluence knowledge base to deflect tickets and provided post-project support, resulting in a more affordable and tailored system that met the retailer's need for excellent internal service.