Case Study: OpenTable revamps internal support with Zendesk Support

OpenTable revamped their internal support with Zendesk Support

OpenTable, a provider of online restaurant reservations and reservation management solutions, needed a better way to handle internal support requests from a distributed workforce. Employees said it was cumbersome to submit tickets, could not see ticket status, and often had to be on the company network just to ask for help.

OpenTable implemented Zendesk Support to replace its internal help desk process and integrated it with JIRA. The company said setup took 30 minutes, and about 16 help desk agents now handle 250 end user requests per week. With Zendesk Support, employees can submit tickets from any web browser or by email, receive automatic status updates, and get help through extended hours, a toll-free hotline, and a self-service knowledge base.

OpenTable

Russ Gangloff

Director of Customer Support