Story
Zendesk
Pure StoragePure Storage Adopts Zendesk for Customer Support
Pure Storage, an information technology organization in the United States, uses WFM from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through WFM |
| Capability | Support agents work from the same WFM record for support tickets |
Story
Inside Pure Storage, customer support used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of the United States. Support agents needed a system that would still make sense after the original project team moved on.
Pure Storage uses WFM 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 Pure Storage 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.
