Customer Review: Fresno Chaffee Zoo on Ticketing as a Service
Fresno Chaffee Zoo Corporation, a leading wildlife conservation and education organization, was facing operational challenges in managing internal service requests across its Environmental, Health & Safety (EHS) and Security department. Without a centralized system, the team struggled to track, prioritize, and resolve safety, security, and facility access issues efficiently.
To address these challenges, Fresno Chaffee Zoo turned to Ticketing as a Service. Since adopting the platform, the organization has transformed its internal operations, achieving faster response times, improved team coordination, and data-driven resource planning that enhances safety for both guests and animals.
At a glance
Customer: Fresno Chaffee Zoo Corporation
Website: fcz.org
Customer size: Medium (50-999 employees)
Country: United States
Industry: Zoo and Conservation/Education
Products and services: Animal exhibits, educational programming, and guest experiences
Customer Challenges
Fresno Chaffee Zoo's EHS and Security team faced mounting challenges in managing a high volume of internal service requests, including safety issues, security needs, and facility access. Without a centralized system, they relied on emails and verbal updates, which led to delays, poor tracking, and difficulty prioritizing urgent tasks.
A request logged by one shift could easily go unnoticed by the next, since there was no shared record showing what had already been flagged, who was handling it, or whether it had been resolved. That made it difficult to separate routine facility requests from urgent safety and security issues, and easy for either kind to slip past the team unnoticed.
As demand grew, it became clear that a more structured and efficient approach was needed to maintain safety and operational effectiveness.
Partner Solutions
Ticketing as a Service delivered the structure and functionality Fresno Chaffee Zoo's EHS and Security team needed to manage internal service requests with greater efficiency. With its intuitive task assignment workflow, the team can now create, assign, and track tasks, ensuring that each request is routed to the right personnel with clear ownership and deadlines.
Integrated directly within Microsoft Teams, the app enhances collaboration through real-time updates, color-coded progress tracking, and built-in communication tools. Features like single sign-on and chatbot notifications further streamline operations, enabling staff across shifts to stay aligned and responsive without relying on fragmented email threads or verbal updates.
Customer Benefits
Ticketing as a Service brought structure, visibility, and accountability to Fresno Chaffee Zoo's EHS and Security operations. By replacing fragmented communication methods like email and verbal updates with a centralized, real-time task management system, the team improved coordination across shifts, reduced confusion, and ensured that every request had a clear owner and deadline. The intuitive interface and Microsoft Teams integration also made adoption seamless, enhancing collaboration without disrupting existing workflows.
Faster response times: the team achieved a 30%+ improvement in response times for security and maintenance-related tickets, allowing them to address urgent safety and access issues more quickly and improving both guest and animal safety.
Smarter resource allocation: with detailed ticket data, the team identified recurring issues and high-need areas, building a heat map of problem zones that enabled proactive resource planning and faster resolution of common challenges.
Improved communication and accountability: eliminating unnecessary emails and enabling real-time updates reduced follow-up confusion. The assignee feature ensured tasks were clearly owned and could be reassigned as needed, improving clarity and accountability across shifts.
Together, these changes moved Fresno Chaffee Zoo's EHS and Security team away from reactive, email-driven firefighting and toward a process built on visibility and ownership. Faster response times protect guests and animals in the moment, the heat map of problem zones lets the team get ahead of issues before they recur, and clear accountability keeps every shift working from the same information instead of picking up where the last one left off blind.
TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM as a Service, Ticketing as a Service and Checklist as a Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.
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