Case Study: LJ Hooker achieves a 99% satisfaction rating with Zendesk Support

With Zendesk Support, LJ Hooker earns a 99% satisfaction rating

LJ Hooker, Australia’s leading real estate brand with a franchise network of about 700 offices across Australasia, needed a scalable way to support its growing community of franchise owners and agents. Handling thousands of queries while driving digital and technology leadership was difficult using Outlook, which was time‑consuming and lacked tracking and reporting capabilities.

By adopting Zendesk Support, LJ Hooker created a centralized, cloud‑based helpdesk using self‑service, forums, macros, triage, and reporting to streamline workflows. An eight‑person support team now handles ~3,300 tickets a month (83% solved in <2 hours, 91% within 24 hours), solves 20% more queries than before, and maintains a 99% satisfaction rating—while proactive reporting even uncovered and resolved an overloaded office server before it escalated.

LJ Hooker

Ian Iglesia

Manager of the Support Centre