Case Study: Printful achieves reliable reporting and faster support collaboration with Zendesk Messaging

Printful switches to Zendesk for better reporting, reliability, and innovation

Printful is a print‑on‑demand fulfillment company that helps businesses and individuals create and ship branded products. Rapid growth—five global facilities and a surge in orders—strained its support operation: an earlier helpdesk suffered stability issues, misleading monthly reports, and no real‑time data, making it hard to forecast staffing, coach agents, or reliably handle rising ticket volumes as the team scaled from a few dozen agents upward.

Beginning in 2019 Printful self‑implemented Zendesk (Support, Chat, Talk, Guide) one channel at a time and expanded usage across support, design, graphics, sales, and fulfillment to 100+ agents. The switch delivered reliable systems, accurate real‑time reporting and cross‑team visibility, enabling better forecasting, shift staffing, KPI accountability, and a formal QA process—improving collaboration and day‑to‑day management amid ~60K tickets/month and a 7‑minute average handle time.

Printful

Lora Kimball

Customer Support Manager