How Zendesk automated 93% of security document requests with Conveyor

About

Zendesk powers exceptional service for every person on the planet. As the leader in AI-powered service, we help businesses deliver faster, smarter, and more personal customer and employee experiences. Our platform is purpose-built for service — combining AI agents, automation, and human insight to make every interaction seamless. We design our technology to enhance service, making it more intuitive, responsive, and effective. Easy to use, easy to scale, and designed for immediate impact, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com.

Challenge

Team of six fielding thousands of security questions

For Zendesk, handling customer data for industry leaders like Squarespace and LUSH means trust isn’t optional. Every enterprise prospect needs assurance that its data will be safe, secure, and protected.

That burden of proof fell to the Security Assurance and Insights team. This lean group of six people was responsible for every security interaction with both prospects and customers, a tall order as the company’s pipeline and demand surged. Their work spanned:

• Security questionnaires: Fulfilling detailed assessments sent from prospects’ security teams, via Excel or varying web portals. Analysts would search Zendesk’s internal knowledge base for matching answers, then type responses directly into the questionnaire, one at a time.
• Documentation requests: Sharing SOC 2 reports, certifications, and other compliance materials. This required analysts to look up each requester in Salesforce, confirm their status, and apply a macro to send the appropriate link.
• Sales support: Assisting sales and account teams throughout the buying process, from answering ad‑hoc questions to joining live customer calls.

The time commitment was substantial. Security questionnaires ranged from a few dozen questions to hundreds, and even one‑minute documentation requests added up quickly each month.

To keep focus on higher‑priority security work, the team declined questionnaires from prospects with contracts below a certain value threshold. It was a necessary safeguard, but one that left clear revenue on the table.

As Zendesk shifted toward a company‑wide, AI‑first strategy, this manual review process presented a natural place to start. Modernizing the process would enable them to lift that threshold and support the next stage of growth.

Zendesk evaluated three vendors against a clear set of criteria: They needed a solution that could:

• Integrate with both Zendesk and Salesforce.
• Scan their help centers and knowledge bases.
• Support their global stakeholders in Poland, the Philippines, and the UK.

Conveyor emerged as the clear choice on ease of communication, AI response quality, and integration capabilities.

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“Every questionnaire we declined was a prospect we couldn’t serve. We needed a way to say yes to more of them.”

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Solution

AI-powered security automation trained on Zendesk’s own documentation

Just after the company signed with Conveyor, Marcin Baranowski joined Zendesk as Senior Manager of Security Assurance and Insights. His first mandate: stand up the platform and fully onboard the team.

“To start, we fed Conveyor our reports, our knowledge base, and past questionnaires, and the platform did all the work,” Marcin shares. “From there, the onboarding was super fast and easy. It took a single day.”

But Marcin knew that realizing value would take more than new tech; it would require a cultural shift. With support from Conveyor’s customer success team, his group reshaped their habits, learned to review AI outputs critically, and steadily built confidence in the tool.

After a two-month adjustment period, the time savings were unmistakable: work that once took days now takes hours.

Today, the security questionnaire workflows are entirely reimagined. When a security team sends over a questionnaire, a Zendesk analyst uploads it to Conveyor, and the AI generates answers. Marcin’s team still reviews everything for accuracy, but with 80% of answers needing no edits, they’ve reclaimed hours per questionnaire and shifted from manual typing to high‑value verification and judgment.

When requests come through third‑party portals, the team uses Conveyor’s browser extension, which scans questions directly on the page and fills in the answers, no copy‑pasting required.

All of these workflows are powered by a single, always‑current hub of security content: the trust center. Because it pulls from Zendesk’s own knowledge base, AI‑generated answers and customer‑facing docs stay aligned by design, keeping security, sales, and RFP teams on the same page throughout the buying process.

To access security documentation from the trust center, prospects log in with their email, sign an NDA in one click, and grab the certifications they need, shortening security questionnaires or removing the need for one entirely. And with the Salesforce integration automatically distinguishing between existing customers and new prospects, most of this document access happens automatically, without the team manually approving each request.

With this strong foundation in place, Marcin easily proves impact. He tracks key metrics weekly and reports AI utilization up to leadership, turning what used to be a bottleneck into a visible proof point for the company’s AI‑first goals.

Backing it all is a level of support that feels like an extension of the company. Marcin’s team shares a Slack channel with Conveyor, where their customer success manager, Sarah, responds quickly despite sprawling time zones, answering questions without hesitation and helping Zendesk keep operations running smoothly.

With Conveyor, the team says yes to more questionnaires, even during quarter- and year-end spikes, without slipping back into triage mode. They’re no longer leaving revenue on the table, and they finally have the breathing room to focus on work that moves the business.

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“Conveyor has become a seamless part of our everyday work. The platform learns from our documents, answers most of the questionnaires for us, and gives customers an easy way to get what they need.”

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Results

Zendesk says yes to every security questionnaire with Conveyor

With Conveyor by their side, Marcin and his team support a wider range of customer security requests without having to draw a hard line. Opportunities move through the sales process more smoothly, collaboration with sales and RFP teams is stronger, and analysts can spend more of their time on higher‑value work and skill development.

The results:

• 93% of document approvals automated
• 80% of AI answers require zero edits
• Questionnaire threshold eliminated entirely

Marcin’s team is already looking at how to take their automation to the next level with Conveyor. Zendesk’s compliance and legal teams are exploring an automatic triage system that would pick up incoming tickets, pull in questionnaires, and start drafting answers on its own, while keeping humans in the loop for review.

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