Case Study: Support Solutions closes 95% of tickets within one business day and grows its customer base with Zendesk

Support Solutions - Customer Case Study

Support Solutions, founded in 2001 to support Legerdemain dealers across Ireland and the UK, now maintains systems for major office-products dealers. With a small team that handled 95% of support requests by phone, outdated help-desk software meant ticket closures often took days and required multiple calls, limiting responsiveness as the customer base grew.

After adopting Zendesk, Support Solutions moved to email-based ticketing with instant confirmations, macros for routing and standard replies, and LogMeIn Rescue for remote sessions. The four-agent team now handles 70% of tickets through the web portal, closes 95% within one business day, doubled its customer base without adding staff, and often resolves issues before customers arrive at the office.

Support Solutions

Alan Conroy

Owner