Case Study: Xero achieves centralized, scalable IT service management with Zendesk

Xero handles hypergrowth and high ticket volume with Zendesk

Xero, a New Zealand–based cloud accounting provider that grew rapidly to serve 600,000+ subscribers and 1,300 employees, faced fragmented ITSM tools (BMC Remedy, GoToAssist) and duplicate ticketing as teams expanded. The company ran a formal RFP to find a cloud SaaS solution that would consolidate requests and allow seamless transfers between teams, ultimately selecting Zendesk for its fit, flexibility and responsive support.

Xero rolled out Zendesk Support across multiple internal teams, linking it with apps like Fork, Tickler and Oomnitza and embedding support into its TaxTouch app via the Zendesk SDK. The change delivered a single ticket view, customizable workflows for each team, automated onboarding and immediate asset lookup — enabling Xero to handle 4,600+ IT tickets per month more efficiently, speed implementations and improve visibility and user satisfaction.

Xero

Hadleigh Lynn

Support Team Lead - Internal IT