Case Study: JetBrains cuts support admin workload 30% and unifies global omnichannel support with Zendesk

JetBrains develops custom support for its developer community

JetBrains, the Prague‑based maker of popular developer tools like IntelliJ IDEA and PyCharm, serves a global community of five million users and needed sophisticated, multilingual support for highly technical queries. Support was fragmented across multiple systems and heavy on email, with manual ticket routing and duplicate Zendesk instances that made coordinating remote teams and routing specialized requests inefficient.

JetBrains consolidated to a single Zendesk instance (using Multibrand), integrated CRM, Zendesk Guide, migrated half a million forum messages, and built custom apps and automated triggers to route tickets by language, product, and region. The changes cut support admin workload by ~30% and sales workload by 15%, raised customer satisfaction to 97%, reduced sales tickets by 10% despite 30% user growth, and now handles ~30,000 tickets/month across 160 multilingual agents.

JetBrains

Jiří Fait

Helpdesk Administrator