Case Study: Tesco streamlines global help desk support with Zendesk Support

Tesco’s global internal help desk team uses Zendesk Support to process more than 20,000 tickets each week

Tesco turned to Zendesk Support in late 2015 to handle 3,500 internal technology issues and queries for 460,000 employees across 9 countries. The company needed a more efficient way to manage service desk requests and improve the employee experience with its ticket management system.

With Zendesk Support, Tesco built five instances and eight Help Centres, supported by Zendesk Guide, triggers, macros, and the Web Widget. The Technology team now handles more than 40,000 tickets per week, around 30,000 articles are viewed weekly across the Help Centres, and approximately 79% of tickets are resolved by the first assigned group without re-routing or escalation.

Tesco