What is Zendesk?
Zendesk is VoteRiders’ centralized case management platform used to track, manage, and resolve all voter ID assistance requests that come in via:
- Helpline calls
- Chat messages
- Partner referrals
- Field intake
It allows us to:
- Ensure no voter falls through the cracks
- Track progress across every case
- Coordinate across staff, contractors, and volunteers
- Generate accurate reporting and insights like exporting data for voter file matching purposes (tracking our impact), reporting back to our partners and for fundraising.
How we use Zendesk in the VIDA process
Within VIDA, Zendesk is used to:
- Create and manage voter cases
- Track ID progress (documents, applications, appointments, etc.)
- Coordinate with field teams and partners
- Monitor urgent and time-sensitive needs
- Maintain legal and operational compliance
- Zendesk is not just a tool, it is our system of record for all voter assistance work.
Why Data Integrity Matters
Because Zendesk is where we store all of records of interaction with all voters we have assisted in obtaining documents, it is our source of truth:
- Incomplete or inaccurate records can delay help
- Poor data quality undermines reporting and funding
- Mistakes can directly impact a voter’s ability to cast a ballot
Throughout this module, you’ll see “Data Integrity” callouts highlighting best practices.
