Story
Zendesk
KonamiKonami Brings Support Tickets onto Zendesk
Konami, a consumer discretionary organization in Japan, uses Zendesk QA from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Risk and compliance | Zendesk QA is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Inside Konami, customer support used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of Japan. Support agents needed a system that would still make sense after the original project team moved on.
Konami 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 Konami 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.
