Case Study: New South Wales Government improves support productivity with Zendesk Support

The team uses the Support mobile app to manage tickets remotely

New South Wales Government’s Licensing Service needed a better way to handle a growing volume of third-party support requests while reducing red tape and IT costs. The team was supporting more than 2,800 public sector users across government agencies, and its in-house support tool created management and integration challenges. New South Wales Government chose Zendesk Support, including the Support mobile app, to simplify service delivery.

With Zendesk Support, the agency centralized communication, built integrations through the API, and let staff manage tickets by email and from mobile devices. The transition coincided with the customer base increasing by more than 25%, while the team supported more users without adding staff. New South Wales Government also used Zendesk Support to improve collaboration, track development requests, and capture website feedback, helping the team respond more efficiently after hours and across agencies.

New South Wales Government

Rahul Dutta

Head of Technology