Case Study: OpenTable revamps internal support and boosts employee satisfaction with Zendesk Support

OpenTable serves up seamless global support with Zendesk + Jira

OpenTable, a global leader in real-time online restaurant reservations and guest management, needed to overhaul its internal help desk after employees reported that submitting and tracking support tickets was cumbersome—especially for remote staff who often couldn’t access the corporate network. The company’s legacy CRM module paired with JIRA offered no end-user visibility, no easy multi-channel submission, and poor status updates, which hindered productivity for a dispersed workforce.

OpenTable implemented Zendesk Support in minutes and integrated it with JIRA to route issues to the right teams automatically. Employees can now submit tickets via web, email, or a toll-free line, receive automated status updates and CSAT surveys, and self-serve via a knowledge base; third-party tier‑1 support also handles basic requests. The result: ~16 agents manage 250 weekly requests more transparently and responsively, employee satisfaction and access hours have improved, and the company gains actionable visibility into support performance.

OpenTable

Russ Gangloff

Director of Customer Support