At Pinterest, a small support team with just five staffers is responsible for helping millions of people use the popular photo-sharing social media site. They offer assistance to users — or “pinners” — who need to regain access to their accounts or report bugs, among other things.

To avoid being overwhelmed, they needed a way to identify support emails that require immediate action, and they found a tool that does just that: Zendesk‘s customer satisfaction prediction application, says Maggie Armato, reactive team lead for Pinner Operations. “Before, we’d manually sort through tickets and mark them as ‘high-priority.’ Now Zendesk does it for us — and much more accurately,” she says.

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