Case Study: TripActions Improves Support Satisfaction and Employee Experience with Tonkean

TripActions improves customer experience through automation

TripActions, a global business travel management company, needed a better way to handle customer support escalations across Intercom, Zendesk, and Slack. Tier 1 agents were often bypassing Zendesk and coordinating escalations directly in Slack, which created extra back-and-forth, incomplete support data, and an inefficient experience for both agents and leadership.

Using Tonkean, TripActions built a no-code workflow in just two weeks to integrate Intercom, Zendesk, and Slack so ticket data synced automatically across systems. Tonkean let agents keep collaborating in Slack while logging escalation details in Zendesk behind the scenes, improving support efficiency, reducing manual work and human error, and giving the company better reporting and visibility into its support operations.

TripActions