Case Study: Central Desktop achieves 91% customer satisfaction and faster, scalable support with Zendesk

Central Desktop - Customer Case Study

Central Desktop, a cloud-based social collaboration platform, experienced rapid growth that pushed it into the enterprise market and exposed limits in its self-service, email-based support. The company needed a scalable, structured customer service solution to improve response times, visibility and consistency as its user base expanded.

Zendesk was deployed as a multichannel ticketing platform (email, web, Twitter, mobile) with macros, custom interactive widgets, JIRA and CRM integrations, API connections and smart automations to reduce junk tickets and streamline workflows. The result: customer satisfaction of 91%, NPS of 40, an average first response time of 39 minutes and roughly 78 tickets solved per agent per week, enabling measurable growth and improved service insights.

Central Desktop

Mark Fordham

Director of Services