03 November 2009 | Announcements, Inside oDesk | Josh

In a previous blog post we spoke about the growth and performance of the oDesk Customer Success Team, and the progress we have made this year.

As we experienced a doubling of our case load to nearly 10,000 tickets and chats submitted per month, we also recognized the need for improved internal tools to help us achieve operational efficiency, and meet to overarching goal of better serving our customers. After an exhaustive search of more than 15 help desk software solutions, we have selected the one that we feel best meets our needs, as well as the needs of many of our users.

We are pleased to announce the selection of Zendesk as our internal case management solution. Zendesk’s open architecture and rich APIs were a key factor in our decision. We find the SaaS solution elegant, easy to use and learn, and very robust. We look forward to an early 2010 launch of a new customer support portal, which will make use of the Zendesk platform and enhance the experience for all users.

We believe so much in the strength of the winning team of oDesk and Zendesk that we are also thrilled to announce a deeper partnership that includes a new Zendesk Group on oDesk. Within this new group, oDesk buyers will find tried and tested customer service agents, admins and integrators who are experienced with Zendesk. These approved professionals can help transform your help desk and, more importantly, your business. The strong pool of customer service experts available on oDesk combined with the increasing demand for this type of work ensures the ongoing success of this group – we look forward to great things to come from our partnership with Zendesk!