Case Study: Zendesk achieves faster incident resolution and proactive customer support with Slack

How Zendesk delivers exceptional customer service with Slack

Zendesk, a provider of customer service and engagement products used by over 150,000 organizations, faced fragmented communication across teams and time zones that created information silos and slowed response to customers. With support, sales and partnerships spread globally and using multiple tools, Zendesk needed a single collaborative platform to coordinate rapid incident response, manage partner relationships, and speed sales cycles.

By standardizing on Slack and leveraging channels, automated incident workflows and integrations (Zoom, Google Drive, PagerDuty, Jira, etc.), Zendesk centralized collaboration, created client‑specific incident channels, and enabled real‑time swarming. The result: dramatically faster incident resolution and higher customer satisfaction, quicker partner and sales coordination (saving reps 2–3 hours per day or roughly 650 hours per rep per year), and company-wide visibility that scales across their teams.

Zendesk

Kelly Ryan

Strategic Account Executive