Case Study: FanMail Marketing achieves 99% ticket adoption and streamlined support with Zendesk

How FanMail Marketing Got Its Users to Embrace Zendesk

FanMail Marketing is a full-service digital and print marketing consultancy serving 100+ clients in music, sports, and entertainment and a reseller partner of the ExactTarget platform. To improve customer support they implemented Zendesk for tickets, a knowledge base, and live chat—but adoption was low because clients continued to contact account managers instead of creating tickets.

To fix this, FanMail built an ExactTarget–Zendesk integration that embeds the help desk and knowledge base directly inside the ExactTarget interface with single sign-on, ticket submission, screenshots, and chat. Adoption skyrocketed: 99% of tickets now come through the integrated help desk, support time has been reduced, and client satisfaction and engagement have significantly improved.

FanMail Marketing