Why a Security Company Left Zendesk for Native GitHub Integration

A software supply chain security company left Zendesk for DevRev to get native two-way GitHub sync — so customer context flows directly to the engineers who live in GitHub.

Company

The customer specializes in software supply chain security. This case study is presented anonymously at the customer's request.

Challenge

The company hit significant integration limits with Zendesk — most critically, it couldn't sync customer interactions into GitHub, where its engineering team operates. High licensing costs and manual processes were slowing response times.

Solution

The company implemented DevRev with native two-way GitHub sync and AI-driven automation. The integration ensures customer context flows seamlessly between support and engineering without manual handoffs.

Impact

Making GitHub a first-class citizen of support removed the manual handoffs that had slowed the team:

Native two-way GitHub sync replacing the broken Zendesk integration.
AI-driven automation reducing manual ticket handling.
Faster response times through streamlined support-engineering workflows.
A scalable licensing model versus the previous vendor's cost structure.

Talk Track

They left Zendesk specifically because they couldn't get a native two-way GitHub sync. Their engineering team lives in GitHub, and every other tool treated that as an afterthought. They signed with us — $28K+ ACV — and now support and engineering share full context natively.