Case Study: Slack achieves always-human, sub-hour support at scale with Zendesk Talk

Providing always-human conversations, even at scale

Slack needed to deliver always-human support as it scaled to millions of users, facing roughly 25,000 tickets per month, 6 million active daily users, a 175-person support team, and an internal response-time goal of under one hour. To meet that challenge it selected the Zendesk suite—including Zendesk Support, Guide, Chat, Talk (Zendesk Talk), and Explore—so it could build a flexible, API-driven support backbone from the start.

Using Zendesk Talk and the broader Zendesk platform, Slack built integrations (like an in-app /feedback command that auto-creates tickets), automated tagging and routing, mobile bug reporting, and omnichannel workflows with Chat and Explore. The result: a 175-agent global team handling ~25,000 tickets/month, mostly answering email tickets in under an hour, expanding chat to 24/5, maintaining CSAT near 100%, and faster issue routing and resolution thanks to Zendesk Talk and the Zendesk APIs.

Slack

Ali Rayl

Vice President of Global Customer Experience