How Medline Uses Zendesk AI Bots to Manage Over 800,000 Tickets Annually and Boost Agent Productivity

By: GoBeyond Team
July 3, 2025
3 min read
Medline Zendesk AI ticket management dashboard

Quick Overview

Medline employs Zendesk AI bots to automate ticket sorting and responses across multiple channels, freeing agents to focus on complex issues. Zendesk Copilot assists agents with insights for better problem-solving, improving customer experience and scaling ticket management.

Medline
Medline
Company Size
~20,000 employees
Revenue Range
$20B+ annual revenue
Primary Challenge
Managing high ticket volumes efficiently while maintaining service quality
Key Metrics
\- 800,000+ tickets managed annually\- Increased agent productivity\- Improved customer experience\- Scalable ticket management

The Problem

Manual ticket handling overwhelmed support agents and slowed response times

The Solution

Zendesk AI bots automate ticket categorization and initial responses; Copilot provides agent assistance with insights

Results

\- Enhanced support efficiency\- Faster issue resolution\- Better customer satisfaction

Details

Industry
Healthcare & Medical
Departments
Customer Support & Service
Operations & Workflow Automation
Use Cases
Customer Ticket Management
Tags
NLP
Real-Time Processing
Scalability
SaaS
Support Teams
AI Tools Used
Zendesk AI
Sources
https://www.zendesk.com/blog/ai-powered-ticketing/

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