Zendesk Improves Support Efficiency with AI-Powered Ticket Routing

Rishad Al Islam

•3 min read
a man sitting in front of two computer monitors

Client Overview

Zendesk is a customer service and engagement platform used by over 100,000 businesses worldwide, including Uber, Shopify, and Airbnb, to manage multi-channel support.

Challenges

As support volumes grew, manual ticket sorting became a bottleneck and impacted first-response times.

  • Agents overwhelmed by ticket queues and misrouting
  • Inconsistent tagging and prioritization
  • Delays in SLA-driven ticket resolution

Solution

Zendesk deployed AI customer service software to automate ticket triage at scale.

  • Used machine learning to classify ticket intent, sentiment, and urgency
  • Automatically routed tickets to the right agents or teams
  • Applied AI tagging to improve analytics and reporting

Business Impact

The AI system drastically improved support team speed and accuracy.

  • Reduced first-response time by up to 30%
  • Decreased ticket misrouting by over 40%
  • Enabled faster prioritization of urgent customer issues

Client Testimonials

“AI ticket routing was a turning point for our support operations - it’s efficient and accurate.” - Lara Chen, CX Director, OmniDesk SaaS

“Our agents can now focus on helping people, not sorting tickets.” - Benji Ortiz, Support Lead, MevoTech