Waze support should switch over to using Zendesk as their support ticket system rather than email only communication. For the following reasons:

Here’s a simple list of key benefits of using Zendesk as a support ticket system (compared to relying on email alone):

• Centralized ticketing system — All support requests are organized into trackable tickets with unique IDs, preventing messages from getting lost or buried in email threads.

• Multi-channel support — Handles inquiries from email, chat, social media, phone, and more in one unified dashboard, so agents see the full customer history without switching apps.

• Better organization and tracking — Tickets can be prioritized, assigned, tagged, and tracked through to resolution, making it easier to manage high volumes and follow up consistently.

• Automation and efficiency — Features like macros, predefined responses, workflows, and AI-powered tools reduce repetitive work, speed up replies, and allow agents to handle more requests effectively.

• Improved collaboration — Multiple agents can work on the same ticket, add internal notes, and collaborate seamlessly—ideal for complex issues that email struggles to support.

• Self-service options — Includes a knowledge base / help center where users can find answers themselves, deflecting simpler queries and reducing overall ticket volume.

• Analytics and insights — Provides reports and dashboards to measure response times, ticket volume, agent performance, and customer satisfaction—data that email alone can't deliver.

• Faster response times and higher satisfaction — Structured tools and full context lead to quicker resolutions, fewer escalations, and better customer experiences overall.

• Scalability — Easily grows with Waze's user base without the chaos of overflowing inboxes, while reducing operational costs through efficiency gains.

These features would help Waze provide more professional, consistent, and efficient support to its millions of users.