Story
Zendesk
NHS EnglandHow NHS England Runs Customer Support on Sunshine
NHS England, a health care organization in the United Kingdom, uses Sunshine from Zendesk to support customer support for support agents.
NHS England standardized support tickets on Zendesk instead of keeping parallel copies.
“Health Care work at NHS England spans more than one site, even when headquarters sits in the United Kingdom.”
“Support agents asked for a shared way to run customer support without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Support agents work from the same Sunshine record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
Story
Health Care work at NHS England spans more than one site, even when headquarters sits in the United Kingdom. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support without freezing local judgment.
Zendesk (Sunshine) is what they standardized on. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. NHS England uses it as the system of record for support tickets, with support agents as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
