Case Study: Xero improves ITSM and support visibility with Zendesk Support

Xero makes the numbers add up for ITSM

Xero, the New Zealand-based online accounting software company, needed a service management tool that could keep up with rapid growth and consolidate support across internal teams. In 2012, it evaluated BMC Remedy, GoToAssist, JIRA Service Desk, ServiceNow, and Zendesk Support as it looked for a cloud-based system that could bring service requests into a single tool.

Xero chose Zendesk Support and rolled it out across multiple teams, with seven more teams joining within five months and another five over the following year. The company was handling more than 4,600 IT tickets a month, while also gaining better visibility into requests, easier onboarding workflows, and the ability to customize implementations for different teams.

Xero

Hadleigh Lynn

Support Team Lead - Internal IT