Story
Zendesk
EchoStarEchoStar Brings Support Tickets onto Zendesk
EchoStar, a communication services organization in the United States, uses Zendesk QA from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Zendesk QA |
Story
Inside EchoStar, customer support used to depend on whoever still had the latest file. That pattern is common in communication services groups working out of the United States. Support agents needed a system that would still make sense after the original project team moved on.
EchoStar uses Zendesk QA from Zendesk as the working layer for support tickets. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The practical change is simple: customer support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What EchoStar gets from Zendesk is a durable place to run customer support and a way for support agents to see the same support tickets at the same time.
