Case Study: Datto boosts support efficiency and customer satisfaction with Zendesk Messaging

Datto partners with Zendesk to create intelligent support solutions

Datto, a global provider of data protection, backup and disaster recovery solutions that works with managed service providers, faced the challenge of scaling its support organization while improving triage, routing and cross-team collaboration. As ticket volumes and multichannel interactions grew, Datto needed a way to consolidate systems, prioritize issues, and ensure the right teams responded quickly and accurately.

Using Zendesk Support and Chat, Datto tied phone, chat and tickets into a single view, integrated the platform with internal tools via Zendesk’s API, and deployed an automated triage and routing bot plus workflows and automations. The result was faster handle and resolution times, more accurate routing and issue classification, reduced duplicates, clearer analytics for staffing and training, and steadily improving CSAT and agent performance.

Datto

Jason Elston

Senior Director of North America Tech Support