Case Study: City of Hampton achieves streamlined internal support and full ticket visibility with Zendesk

The City of Hampton uses Zendesk Support to Increase internal engagement

The City of Hampton, VA (population ~146,000) relies on a mission‑critical tax assessment and collection application to process assessments, rates and payments. Staff struggled with an antiquated IT help desk that made it difficult to log and track requests, collaborate with developers, or demonstrate the value and productivity of the support team.

By implementing Zendesk, Hampton moved to a web‑based, standardized workflow that lets internal users submit, comment on and reopen tickets while developers and managers get real‑time visibility and notifications. The result: smoother collaboration, measurable productivity gains, fewer missed issues, stronger support for the city’s primary revenue systems, and plans to expand the platform to other departments.

City of Hampton

Leslie Fuentes

Director of IT