×

Case Study

Zendesk Logo
View All Case Studies Get the Full Story
Languages: Ruby Frameworks: Rails

Zendesk growth soars with New Relic and Rackspace

With more than 15,000 customers today in more than 140 countries, Zendesk is a hugely popular cloud-based customer service help desk system and is increasingly used by companies of all sizes including Groupon, OpenTable, Zappos, Gilt, Rovio, Dropbox, etc. Zendesk's goal is to 'fully democratize the "help desk,"' making it possible for any company small or large to provide superior customer service while also empowering their customers.

"…New Relic is so ingrained in our process that every trouble shooting exercise we go through involves using the tool. It's part of the Zendesk fabric." – Tim Sturge Operations Director, Zendesk

Challenges

  • Solve performance issues in cloud environment with multi-tenant architecture.
  • Deliver superior user experience and performance.
  • Deploy new features and functionality quickly using agile development model.
  • Access Zendesk from any device, anywhere, anytime.
  • Provide 99.9% or higher uptime for 65 million end-users interacting with system.

Solution

  • New Relic installed in 2008 to monitor and improve Zendesk performance.
  • Easy-to-use, intuitive tool pinpoints performance issues and bottlenecks.
  • Drill down capabilities simplifies resolving root causes
  • Dashboard provides real-time, all-the-time, view of performance.
  • Rackspace hosting delivers stability, availability, and easy scaling to support growth.
  • Rackspace provides Fusion-io SSD’s for superb IO performance

Results

  • 24X7 visibility into performance using large screen for New Relic Dashboard.
  • Transaction traces pinpoint source of problems for faster action.
  • New Relic part of the Zendesk fabric and used in every trouble-shooting effort.
  • Rackspace delivers phenomenal uptime, with excellent failover capabilities.
  • Outstanding Rackspace support is critical to Zendesk success.
  • New Relic and Rackspace – a foundation for SaaS application success.
Get the Full Story View All Case Studies

It's free, it's fast. Get the insights you need to improve your application's performance.

Create Free Account