Case Study: Tesco achieves scalable, efficient global IT support handling 40,000 tickets per week with Zendesk

Tesco boosts self-service rate for employees from 30% to 73%

Tesco, a global grocery retailer serving 79 million shopping trips per week and 460,000 employees across nine countries, needed a more efficient way to manage internal technology issues and employee queries. The company required a nimble, flexible, and simple ticketing solution to handle high volume and complex routing across stores, depots and offices.

Tesco deployed Zendesk Support and Guide, scaling to five Support instances and eight Help Centres and using triggers, macros, the Knowledge Capture app and Web Widget to streamline workflows and self-service. The Technology team now handles ~40,000 tickets weekly with about 79% resolved by the first assigned group, while employees view roughly 30,000 knowledge articles each week—delivering faster, more consistent, and cost‑effective internal support.

Tesco

Robert Ainscough

Head of Technology for the Capability