Zendesk reaches higher plane with help from New Relic and Rackspace
Customer Company Size
Large Corporate
Region
- America
- Europe
Country
- Denmark
- United States
Product
- Zendesk
- New Relic
- Rackspace
Tech Stack
- Ruby on Rails
- Apache
- MySQL
- Nginx
- Unicorn
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Software
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
Zendesk is a cloud-based customer service help desk system used by over 15,000 customers in more than 140 countries. The company's customers range from small businesses to large corporations, including Groupon, OpenTable, Zappos, Gilt, Rovio, and Dropbox. Zendesk's goal is to 'fully democratize the help desk,' making it possible for any company, regardless of size, to provide superior customer service while also empowering their customers. The company's product aggregates all the information from each customer so that a service agent sees the whole picture and history concerning an issue rather than having to view multiple locations and/or systems. Zendesk is headquartered in San Francisco and has a development team in Denmark.
The Challenge
Zendesk, a cloud-based customer service help desk system, was facing challenges in ensuring an excellent user experience for its customers. The system needed to be accessible, intuitive, and consistently high-performing. With development teams in California and Denmark, the company was rapidly rolling out new features and integrations, which added to the complexity of maintaining performance. The company had a published SLA of 99.9% uptime per month, often achieving 100% uptime, so visibility into performance issues and the ability to quickly resolve them was crucial. The company was also outgrowing its initial hosting environment and needed a solution that could provide the level of performance, scalability, and security they required.
The Solution
Zendesk turned to New Relic and Rackspace to address its challenges. New Relic provided an easy-to-use, intuitive tool that helped the Zendesk team pinpoint and resolve issues quickly. It became the backbone of Zendesk’s performance monitoring strategy, running constantly to provide information on how Zendesk was performing. The tool's dashboard was excellent at showing if there was a performance problem and where it was, allowing the team to drill down to the source. Rackspace provided a modern architecture that met Zendesk's needs for performance, scalability, and security. Rackspace also provided Fusion-io solid state drives, which substantially boosted Zendesk's IO rates.
Operational Impact
Quantitative Benefit
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