Story
Zendesk
Consolidated EdisonConsolidated Edison Runs Customer Support with Zendesk
Consolidated Edison, a utilities organization in the United States, uses Zendesk AI from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through Zendesk AI |
| Capability | Support agents work from the same Zendesk AI record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
Consolidated Edison did not need another dashboard that nobody opened. It needed customer support to move. In the United States, support agents already knew where support tickets went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Zendesk AI from Zendesk is now in that path. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The company treats it as production tooling for customer support, which is why support agents live in it rather than exporting from it once a quarter.
Consolidated Edison can show how support tickets is handled today. That is the value: a repeatable way to run customer support on software the rest of the industry already recognizes.
