Zoom – Freshdesk Case Study

CX Solution

Zoom – Freshdesk

Integration Objective

The objective was to seamlessly integrate Zoom into Freshdesk, enabling agents to handle calls, schedule meetings, and manage tickets from a single platform. The integration aimed to streamline workflows, reduce context switching, and enhance operational efficiency by providing a unified interface for all communication and support activities.

Sandeza Solution

Sandeza implemented a unified integration that embedded Zoom directly into Freshdesk, allowing agents to manage calls, schedule meetings, and access ticket information—all within a single interface. The solution provides a real-time view of contact details and ticket history, automatically creates tickets during interactions, and adds call recordings directly to ticket notes. This streamlined workflow simplifies communication, boosts agent productivity, and enhances overall support operations.

Results and Benefits

Unified Zoom call management in Freshdesk reduced Average Handling Time (AHT) by 12%. Automated call-to-ticket conversion increased Customer Satisfaction (CSAT) by 11%, creating smoother, faster support flows.