Case Study: Plesk (web hosting platform) achieves 36% ticket deflection and 96% CSAT with Zendesk Messaging

Plesk + Zendesk Advanced self-service for exceptional CX

Plesk is a global web hosting platform that automates millions of websites and email inboxes across 140 countries. After splitting from its parent company, Plesk needed to replace an expensive, inflexible on‑premise support system with a centralized, knowledge‑centered solution that let customers self‑serve and support teams scale.

Plesk implemented Zendesk (Guide, Support, Chat, Explore), migrated customer data and built a 11,000+‑article knowledge base with feedback loops, Google Translate, automated routing and a “common repair tool” to reduce repetitive tickets. The result: 300K+ help center views per month, ~3K tickets monthly, <2‑hour average first reply, 36% ticket deflection and a 96% CSAT, while maintenance costs and agent workload decreased.

Plesk

Anton Maslov

Operations Manager