Case Study: Prezi handles a 45% ticket surge and achieves a 32% self‑service ratio with Zendesk Messaging

Prezi + Zendesk A culture of customer-centric collaboration

Prezi, a presentation and video software company with 250 employees and 100 million active users, faced a sudden surge in demand when COVID‑19 drove remote work and learning. The timely launch of Prezi Video and a 5,000 tickets/month spike (about a 45% increase) strained a 25‑agent support team and required fast adaptation to keep users connected and learning.

By leaning on Zendesk (Support, Guide, Explore, Chat, Talk, Connect), Prezi implemented automations, AI, omnichannel routing and analytics to prioritize issues, scale self‑service, and surface product insights. The result: Prezi managed the 45% ticket increase without adding agents, achieved a 32% self‑service ratio, sustained responsiveness with 11,000 tickets and 400,000 help‑center views per month, and used data to inform product improvements.

Prezi

Daniel Kovacs

Customer Support Manager