Case Study: Thinkific achieves 96% ticket deflection and 91.7% CSAT with Zendesk Messaging

Thinkific + Zendesk Support worth switching for

Thinkific, an online course platform known for making it easy for creators to build and sell courses, prizes customer experience as a core differentiator. By 2019 its “fanatical” support culture was clashing with Freshdesk’s limits — unreliable UI, poor search and reporting, and weak developer support — and a forced interface change became the tipping point to look for a new support platform.

After evaluating options, Thinkific migrated to Zendesk (Support, Guide, Explore, Chat, Talk), self-implemented the migration and redesigned its help center. The move sped up agents (an estimated 2.5 more tickets per agent per day, equating to one less hire), improved reporting and API integrations, and delivered strong outcomes: 96% ticket deflection, 48% of tickets replied to within an hour, 96% answered within eight hours, and 91.7% CSAT — plus easier developer integrations and better staffing forecasts.

Thinkific

Veronica Howes

Director of Customer Success