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Zenskar aims to liberate businesses from billing and revenue recognition burdens with customizable, automated systems, so they can focus resources on building great products, delivering more value to customers, and growing their revenue.
https://www.zenskar.com/New York
Billing and Invoicing Software
Challenge
As Zenskar’s customer base grew, their Slack-first support strategy became increasingly difficult to manage. With 20+ customer Slack channels and requests scattered across multiple channels like email, customer support portal, etc - the lack of a centralized tracking system led to delays and missed follow-ups. Escalations to engineering were handled manually, slowing down resolution times. Support teams had no structured intake process, visibility into ticket status, or SLA tracking.
Solution
Zenskar adopted ClearFeed to bring structure and accountability to their Slack-based customer support. Instead of juggling requests across multiple Slack channels, the team centralized operations, streamlined internal collaboration, and gained better visibility into open issues. ClearFeed enabled Zenskar to manage support across platforms like Slack, Email and Customer Portal - making it easier to triage, track, and resolve customer queries efficiently.
Impact
ClearFeed helped Zenskar streamline Slack-based support, eliminate manual tracking, and enable faster collaboration between support and engineering. With a centralized workflow and improved visibility, the team delivers quicker resolutions and a more reliable customer experience. Zenskar now manages a high volume of customer requests every month with greater speed, accountability, and control.
Zenskar is a usage-based billing and revenue management platform designed to streamline complex financial operations for SaaS businesses. By acting as a bridge between customer CRM and accounting ERP systems, Zenskar automates invoicing, revenue recognition, and billing workflows. The platform enables companies to efficiently manage variable and metered billing models, ensuring accurate financial reporting and seamless revenue operations. With a focus on scalability and automation, Zenskar helps businesses eliminate manual billing errors and improve financial transparency.
As a company serving SaaS businesses with usage-based billing, Zenskar’s customers often require real-time assistance for billing configurations, revenue recognition, and product-related queries. Given the nature of their operations, a traditional ticketing system felt restrictive - customers preferred a conversational approach where they could simply drop a message and get quick responses.
Since 80% of Zenskar’s customers were already on Slack, it became the natural choice for external customer support. Instead of having to log into a helpdesk system, customers could reach out in Slack, making communication faster and more accessible.
To manage customer interactions, Zenskar created dedicated Slack channels for different customer segments:
Within these channels, the Customer Success and Support teams acted as the first responders, handling basic troubleshooting, answering product-related questions, and ensuring smooth onboarding. However, for more complex requests such as bugs, feature requests, or deep technical issues support needed to involve the engineering team. This was done manually by:
1. Forwarding customer queries to internal Slack channels based on the issue type (e.g., bugs, feature requests, or configuration issues).
2. Tagging the relevant engineers in the internal discussion to troubleshoot the problem.
2. Once a resolution was found, relaying it back to the customer in Slack.
This system worked well in Zenskar’s early days, as it allowed quick, real-time collaboration across teams. While this workflow kept communication fluid, it also meant that tracking open issues, ensuring timely follow-ups, and maintaining visibility on unresolved requests required constant manual effort. As the company scaled, this approach became increasingly difficult to sustain.
While Slack provided a seamless and conversational support experience, Zenskar’s growing customer base introduced several operational challenges:
With customer queries increasing and Slack becoming harder to manage, Zenskar needed a structured, automated solution to track, escalate, and manage customer support efficiently - without forcing customers to switch to a traditional ticketing system.
"More metrics, more info is always appreciated"
After evaluating several tools in the market, Zenskar partnered with ClearFeed to streamline Slack interactions, improve visibility, and enhance customer interactions. Here’s how ClearFeed’s External Helpdesk transformed Zenskar’s support workflow:
1. Unified View of Customer Requests Across Slack ChannelsInstead of monitoring 20+ Slack channels manually, Zenskar now centralizes all customer requests in a single Triage Channel, allowing them to:
Additionally, ClearFeed’s Kanban View provides a structured, intuitive and visual interface to simplify ticket tracking, assignment, and prioritization.
2. Unifying Support Across Multiple Channels: In addition to Slack, Zenskar receives support requests via Email and MS Teams. With ClearFeed’s Email and MS Teams integration, queries from these channels are automatically routed to the Slack Triage Channel for unified handling. This multi-channel setup allows the support team to manage all incoming requests from a single place without switching tools.
3. Automated Request Categorization & Routing: With ClearFeed’s custom Intake Forms, incoming customer queries are automatically categorized based on their nature - bugs, feature requests, or general inquiries. Each request is also tagged with relevant metadata, such as the affected product module (invoices, revenue recognition, subscriptions, etc.), ensuring it reaches the right team without manual intervention.
4. Seamless Collaboration Between Support & Engineering: Before ClearFeed, support teams had to manually escalate issues to the Engineering team using internal Slack channels, making collaboration inefficient. After implementing ClearFeed, teams can collaborate privately and troubleshoot customer issues inside Triage channels, using the 📢 emoji to p. This shift has significantly improved internal collaboration, with over 1,600+ private messages exchanged between internal teams within Triage.
5. Integration with Linear for Streamlined Engineering Workflows: Since Zenskar’s engineering team uses Linear for task tracking, ClearFeed’s bi-directional Linear integration allows Support teams to convert Slack threads into Linear tickets for the Engineering team. The updates flow seamlessly between Slack and Linear, reducing manual efforts. Once the engineering issue is resolved, the Support team closes the loop with customers on Slack.
6. Proactive SLA Management: Zenskar has implemented SLA tracking in ClearFeed to improve response times and meet customer expectations. ClearFeed’s AI-powered SLA alerts proactively notify support teams when a request is approaching its response or resolution deadline. Zenskar receives 150+ SLA alerts in a month from ClearFeed, allowing them to stay on top of response commitments and maintain consistent service levels for their customers.
7. Customer Portal for Long-Term Ticket Tracking: For feature requests and complex issues requiring longer resolution times, Zenskar customers often struggled to track past conversations in Slack. With ClearFeed’s Customer Portal, Zenskar now provides them with a dedicated space to track ongoing requests, reducing the need for follow-ups and improving transparency.
8. Comprehensive Reporting and Analysis: ClearFeed's dashboard offers a comprehensive view of all support activities. Advanced filters allow detailed analysis of requests, including SLA status and issue categorization. This level of insight is instrumental in identifying areas for improvement and planning future strategies.
By implementing ClearFeed, Zenskar transformed its Slack-based support operations, significantly improving efficiency, collaboration, and response times. The key outcomes include:
With ClearFeed, Zenskar has streamlined its Slack-based support, making it more efficient, organized, and scalable. By automating request tracking, enforcing SLAs, and improving collaboration between teams, they now resolve issues faster and provide a better customer experience.
As Zenskar grows, ClearFeed will continue to support their expanding needs, ensuring smooth and efficient support operations.
If you are curious to learn how ClearFeed can streamline and enhance your external support on Slack, reach out to us at support@clearfeed.ai or book a free customized product walkthrough with our support experts.
