Case Study: REA Group centralizes global support and speeds ticket resolution with Zendesk Support

REA Group uses customer insights to drive service and product innovation

REA Group, a fast-growing $2.2 billion real estate and commercial property media business with over 700 employees and operations across multiple countries, needed a flexible, cloud-based IT service management solution to replace an overstretched help desk. As the company expanded and priorities shifted rapidly, REA required transparency, scalability, and a single place for staff to find support and track issues across global offices.

REA Group implemented Zendesk Support to centralize support, expanding from 8 to 183 agents and rolling out features like macros, triggers, SLAs, and JIRA integration. The simple interface cut ticket handling time, increased throughput to about 400 tickets closed per week, and reduced the open queue from 350–400 to roughly 70–85, while improving visibility, productivity, and company-wide satisfaction with IT.

REA Group

Damian Fasciani

IT Service Delivery Manager