Case Study: Star21 speeds up support with Zendesk Messaging

Star21 saves 1–3 minutes per ticket with Zendesk Messaging

Star21, an Australian managed service provider, faced the challenge of its agents having to navigate multiple disconnected systems outside of Zendesk to complete support tickets. This process of "swivel-chairing" created extra work, increased the risk of errors, and made it difficult to provide customers with fast, transparent service.

Using Zendesk App Builder, Star21 created custom apps that integrated external workflows directly into the agent workspace. This solution from Zendesk saved one to three minutes per eligible ticket, streamlined processes, and helped maintain the company's high NPS range of 89-92, all while keeping work secure within the Zendesk platform.

Star21