Case Study: Xerox streamlines support workflows with Zendesk Support

Xerox uses triggers and groups to support their workflow

Xerox, a $22 billion global leader in business process and document management, needed a better way to handle support requests from its on-site Document Advisors. Until then, advisors sent maintenance and support issues by email, which made it hard to track tickets, mark them pending or close them out, and avoid issues falling through the cracks.

Xerox chose Zendesk Support to centralize those requests in a web-based system. Using triggers, groups, and search, Xerox improved ticket routing, kept a clear audit trail, and reduced email clutter, while also using Zendesk Support as the main help desk for its internal catalog. The team now fields 20 to 30 tickets per day from Xerox employees without picking up a phone or increasing headcount.

Xerox

Lucille R.

eSolutions Manager, NA Global Delivery Center