Client Overview
Industry
Consumer Services
Region
San Francisco, California
Company Size
1001-5000 Employees
Featured Solution
Zendesk to Salesforce Service Cloud
About the Client
A US-based mobile payments and digital identity verification provider, the client’s KYX (Know Your Everything) solutions help businesses securely verify user identity, prevent fraud, and meet compliance standards. Trusted by global enterprises, these solutions combat financial crime and meet stringent compliance regulations
Data Silos, Missed Insights, and Disconnected Support Channels
Despite being a tech-forward organization, the client’s support ecosystem was struggling to scale with its growth. They were operating on Zendesk, which made it difficult to access and analyze historical support data. Without unified visibility, their support teams were struggling to:
- Extract actionable insights from past case interactions
- Maintain continuity across incoming support channels (email and community)
- Standardize how knowledge was captured, reused, or published
Additionally, there was no efficient system to link support cases with reusable knowledge content, leading to repeated efforts and inconsistent responses.
Inhibited Service Scalability and Knowledge Reuse
The impact of these challenges extended beyond operations:
Slower case resolution cycles due to poor historical data access
Repetitive issue handling, with minimal reuse of knowledge
No structured way to convert community/email-based cases into knowledge articles
Increased agent workload due to disconnected workflows
A Centralized Service Console with Structured Case-to-Knowledge Flow
Grazitti designed a streamlined solution tailored to the customer’s dual objectives, migrating historical data and building a knowledge-driven support system:
- Legacy Workflow ConversionRebuilt the customer’s existing workflows as Salesforce Flows and developed a tailored survey form on the platform.
- Data Migration from Zendesk to SalesforceMigrated all historical case data from Zendesk into Salesforce, allowing full access to legacy interactions and case records. This also enabled visibility into articles generated from past support cases.
- Service Console Setup in SalesforceImplemented a Service Console to help agents manage cases more efficiently and access relevant case history in real-time.
- Community-Driven Case CreationEnabled a support community where users could raise support requests, creating a direct channel for generating structured cases from real interactions.
- Quality Assurance and TestingValidated end-to-end functionality across user access, navigation, knowledge access, case workflows, UI elements (header, footer, homepage logo), system status, and post-migration data integrity.
Tangible Gains from Seamless Migration
Grazitti executed a smooth migration from Zendesk to Salesforce Service Cloud, preserving all profiles, roles, and historical data with zero loss. The service console was enhanced with Flows, macros, auto-responses, and escalations to boost efficiency, while legacy workflows were modernized using Salesforce-native Flows. Custom dashboards improved operational visibility, and a fully functional support community enabled case creation, knowledge access, and real-time updates.
Highlights
Zendesk to Salesforce Migration
Community Platform Optimization
Advanced Case Management Setup
Workflow Modernization via Flows
Conclusion
We brought structure, continuity, and intelligence to the customer’s support ecosystem. From seamless data migration to a fully optimized service console and knowledge-driven workflows, every component was designed to reduce friction, improve visibility, and future-proof support operations.
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Improving Case Management and Community Experience with Zendesk to Salesforce Migration
