Case Study: Wrike achieves omnichannel, on-time, on-budget customer support with Zendesk

How Wrike uses a Zendesk omnichannel solution to respond to every customer within 20 minutes, and achieves a self-service ratio of 15:1

Wrike, a San Jose–based project management platform used by thousands of companies worldwide, supports a global, multilingual customer base and handles roughly 12,000 tickets per month with a follow-the-sun two-tier support model. As the company grew it outgrew its legacy help desk: reporting was limited, maintenance was time-consuming, and Wrike needed an omnichannel, scalable solution that could centralize channels, improve metrics, and support global collaboration.

Wrike implemented Zendesk Support, Guide, and Chat, plus custom integrations and apps via the Zendesk API, and launched a community-driven help center. The new setup improved reporting and shifted KPIs toward full resolution times, reduced inbound tickets (about one ticket per 15 help-center visitors), enabled direct escalation into Wrike as tasks, and gave product teams actionable customer feedback that influenced roadmap decisions — all with easier maintenance and greater operational scalability.

Wrike

Stephanie Westbrook

Documentation and Community Manager