Story
Zendesk
Unior GroupUnior Group Uses Zendesk QA for Support Tickets
Unior Group, an information technology organization in the United States, uses Zendesk QA from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| 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 Unior Group, 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.
Unior Group 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 Unior Group 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.
