Case Study: Wrike achieves 20-minute first responses and a 15:1 self-service ratio with Zendesk Messaging

Omnichannel customer support that’s on time, and on budget

Wrike, a cloud-based project management company serving thousands of organizations worldwide, faced the challenge of scaling multilingual, omnichannel support across distributed teams. The company had outgrown its legacy help desk and struggled with reporting, inconsistent processes, and the operational complexity of follow-the-sun support across email, chat, phone, and social channels.

Wrike implemented Zendesk’s omnichannel suite (Support, Guide, Chat), built custom apps and API integrations (including Zoom and a Wrike escalation workflow), and launched a help center and community to drive self-service and product feedback. The change delivered measurable results: 12,000 tickets per month handled by 72 agents, a 20-minute average first response time, a 15:1 self-service ratio, fewer inbound tickets, stronger reporting, and a tighter feedback loop to product teams.

Wrike

Art Rybalko

Support Team Manager