How Zendesk Audit Helped Cut Star Stable’s Ticket Backlog by 63%
Star Stable, an online gaming studio, faced growing complexity in customer support as its operations evolved. With millions of users and a legacy Zendesk setup, their support team struggled with outdated workflows, ticket backlog, and underutilised features.
By partnering with Premium Plus, Star Stable upgraded and optimised Zendesk, gaining clear insights and sustainable processes that remarkably reduced their ticket backlog and improved efficiency.
Challenge: Untangling years of Zendesk complexity
Star Stable’s journey with Premium Plus began when they recognised that their Zendesk had become increasingly complex over the years due to staff changes, numerous experimental triggers and automations, and outdated workflows.
This complexity led to a range of pain points:
- Unclear workflows causing inefficiency and confusion
- Outdated triggers and automations conflicting with new processes
- Lack of visibility into what players really needed help with
- An overwhelming ticket backlog
Joanna Rodriguez, Player Care Manager at Star Stable
Solution: Zendesk audit lays the foundation for transformation
Recognising the scale of the challenge, Star Stable’s Zendesk Account Manager recommended Premium Plus. The collaboration began with a comprehensive Zendesk audit, a structured health check designed to reveal both critical issues and untapped opportunities.
Zendesk Health Check became a crucial first step for Star Stable, providing not only an external expert perspective but also much-needed clarity about the current state of their Zendesk environment. For a team overwhelmed by years of accumulated complexity, this audit offered an expert diagnosis to identify:
- broken workflows
- redundant triggers
- underused features
Yannick Van de Voorde, Account Executive at Premium Plus
Zendesk audit delivered:
- A clear diagnosis of legacy issues and conflicts
- Prioritised recommendations for urgent fixes and future improvements
- Discovery of Zendesk features and best practices the team “didn’t even know existed”
The findings went beyond what the team had anticipated. Not only did the Zendesk audit pinpoint the source of inefficiencies, but it also uncovered features and best practices that Star Stable hadn’t realised were available to them.
Joanna Rodriguez, Player Care Manager at Star Stable
The true value of the Health Check was its ability to transform uncertainty into actionable insight. It provided a roadmap that prioritised urgent fixes while highlighting opportunities for long-term optimisation. For Star Stable, this meant moving from confusion and frustration to clarity and control, setting a solid foundation for every improvement that followed.
After the Zendesk audit, Premium Plus guided Star Stable through:
- Upgrading from Zendesk Growth to Professional, and implementing Agent Copilot for advanced AI support
- Modernising workflows and cleaning out years of redundant configurations
- Building new ticket categorisation and intent-based processes for clearer insights
- Hands-on, creative consulting and weekly check-ins, adapting to Star Stable’s pace and needs
Joanna Rodriguez, Player Care Manager at Star Stable
Results: Data-driven decisions, empowered agents, and a backlog reduction
This Zendesk transformation delivered tangible, measurable outcomes for Star Stable:
1. Backlog reduction
Star Stable’s ticket backlog was reduced by 63.2%, with further improvements underway. Working closely with Premium Plus, the team implemented targeted automations and creative solutions to steadily bring down the backlog, and this remains an ongoing area of focus and collaboration.
2. Clarity and reporting
With the help of Premium Plus, Star Stable gained access to custom dashboards and intent-based categorisation, making it easier for the team to quickly interpret ticket volumes and types. The new reporting tools made it simpler to understand both the efficiency of the team and the nature of incoming requests, providing clear insights for internal reporting and continuous improvement.
3. Increased agent efficiency
The introduction of streamlined workflows and advanced writing tools allowed agents to prioritise tasks more effectively and respond to support queries with greater speed and consistency. The team now benefits from improved visibility, enabling them to spot unusual trends and focus their time where it’s most needed.
4. Empowered decision-making
The groundwork laid by Premium Plus has given Star Stable critical clarity and a comprehensive overview of incoming and backlog requests. This enables better prioritisation, optimised agent coverage, and the ability to quickly identify opportunities for self-service enhancements, putting the team in a much stronger position to reach their goals.
Premium Plus: responsive and flexible Zendesk support whenever needed
Premium Plus showed exceptional availability and flexibility, responding immediately to any issues or changes. The quick action and adaptability have been a major asset, ensuring that Star Stable’s support operations could move fast and confidently, even when unexpected challenges arose.
Star Stable’s experience with Premium Plus highlights the power of focused expertise and hands-on partnership in transforming complex support environments. Their Zendesk is now fully updated and free from outdated configurations, enabling the team to finally work with the tools and data they had been missing.
Stuart Tighy, CX Consultant at Premium Plus
Looking forward: An ongoing journey to customer excellence
The collaboration continues, with ambitions to further reduce backlog, empower agents, and unlock new self-service opportunities.
Joanna expressed her intention to continue working with Premium Plus through regular Zendesk health checks. With these audits, Star Stable aims to maintain their optimised environment, identify new opportunities for improvement, and ensure their operations remain efficient and effective.
Joanna Rodriguez, Player Care Manager at Star Stable
Discover what the Zendesk audit can do for you
Contact Premium Plus today to discover how the Zendesk audit and our expertise can help you achieve clarity, efficiency, and results that scale.
