The Client Unifies Support and Ticketing with a Custom Zendesk System in 90 Days

The Client

Our client is a full-service provider that designs, installs, and supports office phone systems and low-voltage solutions—from consulting and system design to installation and ongoing support.

The Helpware Environment

Helpware provides comprehensive Zendesk services, including implementation, integration, development, data migration, ongoing maintenance, and user support.

The Challenge: Configure, Integrate, and Manage the New Zendesk Installation

Before we could configure and install the Zendesk system, we had to understand Signtel’s required support processes and guide them in choosing the Zendesk capabilities that met their needs.

• Build omnichannel support from scratch
• Establish Tier 1 ticket handling process and integrate it with Tier 2 engineering team’s process
• Export data and synchronize it with existing systems

Helping ‘Ware’ It Counts: New Teams, New Processes, Single Platform

To address these challenges, we implemented a range of Zendesk services.

• Proposed a discovery phase: Enabled the team to gain a deeper understanding of current workflows and define clear system requirements.
• Conducted four collaborative workshops: Gathered and validated Signitel’s requirements.
• Unified communications: Integrated email, phone calls, and social media messaging into a single platform.
• Developed a comprehensive first-line support (Tier 1) process from the ground up, including ticket triaging, resolution paths, and escalation rules.
• Designed and implemented a custom data integration process.
• Established a first-line support team: Synchronized the new team with the existing second-line support team for seamless collaboration.

The Results: Zendesk-Integrated Support System Expedites Ticketing Operations

All the above led to a successful Zendesk configuration and implementation aligned with Signitel’s business needs.

• Exported and synced 500+ user records from the legacy database into Zendesk.
• Maintained near-real-time accuracy (>99%) of customer records between all systems with custom-built, daily data synchronization processes, enhancing both agent performance and data reliability.
• Streamlined customer interactions by integrating three communication channels: phone, email, and WhatsApp into Zendesk.
• Delivered a solution capable of managing ticket inflow (estimated at over 1,000 per month), empowering Tier 1 agents to respond across all touchpoints.
• Ensured seamless alignment with the existing Tier 2 engineering workflows to enable effective ticket handoffs and collaborative troubleshooting.