Case Study: Instacart handles over 175K tickets per month with Zendesk Support

Using Zendesk Support, Instacart handles over 175K tickets per month, achieving a 90% satisfaction rating

Instacart, the same-day grocery delivery service based in San Francisco, needed a support system that could handle both customers and shoppers in one tool while still segmenting the two groups. It also needed deep customization and integrations so agents could see the right order, contact, and account details without switching between systems.

Using Zendesk Support, Instacart built a shared ticketing setup with custom fields, tagging, apps, and integrations to route requests and improve agent efficiency. The team handles over 175K tickets per month, including 15,000 to 20,000 calls a week and an average of 20,000 email contacts per week, while achieving a 90% satisfaction rating.

Instacart

Jeremy Flanagan

Customer Ops Project Lead of Tools