Case Study: Slack achieves human, scalable customer support and near-100% CSAT with Zendesk Messaging

A human approach to bringing people together, at scale

Slack, a fast-growing workplace communications platform, needed a customer support system that could scale with rapid user growth while preserving a human, personalized experience. As its user base expanded into the millions and enterprise customers demanded phone and chat options, Slack faced rising ticket volumes, multi-channel inquiries, and the challenge of routing diverse issues quickly and efficiently across a global team.

Slack implemented Zendesk (Support, Guide, Chat, Talk) and built custom integrations with the Zendesk API to surface feedback in-product, automate routing and alerts, and add mobile reporting. The omnichannel setup and specialized-agent structure let Slack handle ~25,000 tickets/month with 175 agents across multiple locations, achieve typical email response times under an hour, expand chat and phone support, and maintain near‑100% CSAT while keeping interactions personal.

Slack

Ali Rayl

Vice President of Global Customer Experience