The global creative marketplace behind @envato Elements and Envato Market serves 2 million+ users, with a support team of around 50 people handling 23,000+ tickets a month across multiple brands. Volume spikes from cyber sales and product launches used to take weeks to recover from. Briany Kalms, Head of Author & Customer Success, explains what changed. Rather than automating everything, Envato targeted the basic, process-driven inquiries clogging the queue - licensing questions, information gathering, account requests - and kept their people on the work that needs judgment. The results: ✅ 98% reduction in first response time, from up to 70 hours down to 1.5 ✅ 45%+ automated resolution rate ✅ 70-90% automated resolution on specific use cases “What the AI agent has enabled us to do is really cut through and manage a lot of that basic, process-driven work. It's really started to free our team up for higher-value work and interactions.” - Briany Kalms, Envato Read the full Envato story: https://zdsk.co/4illJ4d See how #ZendeskAI agents work: https://zdsk.co/4hGYZLT Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync. 🙌 Trial Zendesk for free: https://zdsk.co/Zendesk2026 🎥 Subscribe to our YouTube channel: https://zdsk.co/ZendeskYouTube Join us on other social media channels: 👉 LinkedIn: https://zdsk.co/ZendeskLinkedIn2026 👉 X: https://zdsk.co/ZendeskX 👉 Facebook: https://zdsk.co/ZendeskFacebook 👉 Reddit: https://zdsk.co/ZendeskReddit 👉 Instagram: https://zdsk.co/ZendeskInstagram 👉 TikTok: https://zdsk.co/ZendeskTikTok #Zendesk #CustomerService #CustomerExperience #EmployeeService

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