From 6-8 Days to 2 Days — An Observability Platform Transforms Support in 35 Days

A mid-market IT operations and observability platform cut ticket handling time from 6-8 days to 2 days and closed its move off Zendesk in just 35 days, unifying support across Salesforce, Jira, and PagerDuty.

Company

The customer is a mid-market IT operations and observability SaaS platform running a Salesforce, Jira, and PagerDuty stack. This case study is presented anonymously at the customer's request.

Challenge

The team needed to modernize support operations that ran on Zendesk. With an upcoming Zendesk renewal creating a budget window, they needed a platform that could integrate deeply with their Salesforce, Jira, and PagerDuty stack and dramatically reduce ticket handling time.

Solution

DevRev was deployed to replace Zendesk, capturing the existing budget from the upcoming renewal. The implementation focused on cutting ticket handling time and unifying support with their Salesforce, Jira, and PagerDuty workflows. As a highly engaged, technically sophisticated customer, they are now actively exploring expansion into broader Computer use cases beyond their initial support deployment.

Impact

A fast, focused rollout delivered a step-change in handling time and set up further expansion: