Case Study: Slack achieves always-human, fast support at scale with Zendesk

Slack - Customer Case Study

Slack, a fast‑growing workplace messaging platform serving millions of users, faced the challenge of delivering always‑human, personalized support as its customer base and channel volume scaled rapidly. The support organization needed a backend that could meet a one‑hour internal response goal, handle up to ~25,000 tickets a month and thousands of social mentions, and accommodate customers who preferred different channels (email, chat, phone, mobile).

Slack implemented Zendesk early and expanded to Support, Guide, Chat, Talk and Explore, using the Zendesk API to build a /feedback command, automate sophisticated ticket tagging and routing, alert cross‑functional teams, and enable in‑app bug reports. Combined with a global, specialized agent model and triage captains, the solution delivered omnichannel coverage (24/7 email, growing chat), average email responses under an hour, CSAT near 100%, and a scalable support operation across multiple continents.

Slack

Ali Rayl

Vice President of Global Customer Experience