How the iPad Support App Has Transformed Griffin Technology’s Help Desk

March 29, 2011

We were so excited to see the Zendesk iPad app come out. I’m always going to and from my desk helping people, so if I carry my iPad with me, I can view or update a ticket from anywhere. That eliminates the risk of forgetting key details.

–David Cintron, Junior System Administrator, Griffin Technology

Founded in 1992, Griffin Technology is one of the world’s foremost creators of accessories for home, mobile, and personal technology. Unique products such as iTrip®, PowerMate®, iFM®, iMic®, and Evolve® Wireless Speaker System have broken new ground in consumer electronics and created loyal fans throughout the world. Griffin products are conceived, designed, and developed in-house and continue to push the envelope of the industry they helped create.

Busy help desk staff strives to keep employees productive

From the moment Paul Griffin founded Griffin Technology on his kitchen table in 1992, to its current iteration as a 200-plus outfit based in Nashville, TN, the company has never stopped innovating. That includes Griffin’s help desk staff, which recently looked for a better way to keep employees productive.

“Our business revolves around our ability to keep our employees’ workstations up and running,” says David Cintron, Junior System Administrator, Griffin Technology. “We’re always trying to respond more quickly to their technical issues.”

For years, Griffin’s help desk fielded requests by email. But as the company grew, too many issues began to slip through the cracks.

“No matter how hard you work and how well you communicate, you’re never going to stay on top of support issues through a regular email account,” Cintron explains. “Requests inevitably get forgotten or categorized incorrectly.”

Online support solution makes an immediate impact

Seeking a centralized support solution, Griffin found Zendesk through a web search. It didn’t take Cintron long to realize that a web-based help desk software would be a perfect fit.

“Zendesk was exactly what we were looking for,” Cintron recalls. “It was easy to implement, and everyone seemed really happy with it right off the bat.”

After going live on Zendesk in late 2009, Griffin’s support team immediately began receiving help desk tickets from the company’s 200 employees and responding to them in a timely manner.

iPad app makes support a mobile affair

What’s the difference between email-based support and Zendesk? For Griffin, it’s a matter of speed.

“Our help desk strives to respond to tickets within a day,” Cintron says. “Thanks to Zendesk’s notifications, we never miss a request. And Zendesk’s triggers make it easy to route each ticket to the group that can best solve the issue.”

To further increase efficiency, Griffin’s help desk and IT staff can also view and respond to support requests while on the go, with the mobile applications for the iPhone and iPad.

“We were so excited to see the Zendesk iPad app come out,” Cintron says. “I’m always going to and from my desk helping people, so if I carry my iPad with me, I can view or update a ticket from anywhere. That eliminates the risk of forgetting key details.”

Because Zendesk allows Griffin employees to submit tickets by email, many of them didn’t even notice that the company had implemented a new support system. Meanwhile, employees who prefer to submit tickets through the Zendesk web app are greeted by a customized interface that matches Griffin’s look and feel.

“It’s important for our employees to feel comfortable when they submit a support ticket,” Cintron says. “The transition to Zendesk was as smooth as it could have been for our staff.”

Currently, Griffin’s help desk is handling more tickets than ever – with no increase in headcount.

“Zendesk has made us more organized, which lets us respond more quickly to our internal customers,” Cintron explains. “Our employees can now choose how they submit tickets, but at the same time, we’ve standardized the process so that we can deliver better service. It’s a win-win.”

Want to learn more about how multi-channel support can transform your organization’s help desk? Then check out our Guide to Multi-Channel Customer Support.