Magellan Jets
How a luxury private aviation company connected Salesforce trip data to Zendesk, automated flight itinerary emails with live weather, and built management dashboards to match their white-glove service standard.
Industry: Luxury Private Aviation
Client Profile: Magellan Jets provides luxury private jet charter and membership services to a clientele that expects nothing less than white-glove treatment. Their Client Experience team and Flight Operations group handle everything from booking confirmations to day-of-travel logistics.
Key Results
- 20–40 hours/month recovered from automated itinerary emails
- Zero manual data entry for flight confirmations with live weather
- Real-time dashboards for Client Experience management
About the Client
Magellan Jets provides luxury private jet charter and membership services to a clientele that expects nothing less than white-glove treatment. Their Client Experience team and Flight Operations group handle everything from booking confirmations to day-of-travel logistics. When your customers are paying five figures per flight, the support experience has to feel as premium as the aircraft.
Client Voice
Salesforce data inside Zendesk, automated emails with live trip details, smart routing that never leaves a ticket waiting. Built for service teams where every interaction has to be flawless.
Your clients expect premium service. Do your support tools deliver it?
The Challenge
Magellan's Zendesk instance wasn't keeping up with their white-glove standard. The problems spanned multiple areas, but all pointed to the same root cause: support tools built for generic customer service, not luxury aviation operations.
Disconnected Systems
Salesforce held every detail about a client's trip: departure dates, FBO locations, aircraft tail numbers, contact information. Zendesk, where agents actually worked tickets, had none of it. An agent responding to a client question about their upcoming flight had to open Salesforce in another tab, search for the trip, copy the relevant details, and paste them into their response. For a team handling hundreds of trips per month, that manual lookup added up to hours of wasted time every week.
Static Email Templates
The Client Experience team sent flight itinerary confirmations using Zendesk macros, but the macros contained static placeholder text. Agents would manually replace "[DEPARTURE_DATE]" and "[FBO_NAME]" with actual trip details. Every manual entry was a chance for error. Getting a tail number wrong in a confirmation email to a client paying $30,000+ for a charter isn't a minor typo.
Routing Gaps
When a client emailed about an existing trip, the ticket should go back to their assigned Trip Owner. But that only worked when the Trip Owner was online. If they were off-shift, tickets sat in limbo instead of routing to a backup agent who could help immediately.
No Management Visibility
Leadership had no dashboards, no metrics, and no way to see how the team was actually performing. Staffing decisions were made on intuition, not data.
The Solution
The engagement spans Salesforce integration, workflow automation, reporting, routing, and AI readiness.
Live Trip Data in Zendesk
Automated workflows built on n8n pull trip-level data from Salesforce into Zendesk in near real-time. The workflows query Salesforce's TripLeg object (via SOQL) and populate Zendesk tickets with departure dates, FBO details, aircraft tail IDs, client contacts, and trip numbers. A Salesforce sidebar app also surfaces Account and Contact records directly in the ticket view, so agents never need to leave Zendesk.
Dynamic Itinerary Emails
Static flight itinerary templates were rebuilt as dynamic macros. When an agent triggers the itinerary macro, it auto-populates with the client's name, departure details, FBO information, tail number, and a personalized greeting. It also pulls real-time weather conditions from official airport reports—the same data pilots reference for flight planning. No manual copy-paste. No placeholder text to forget.
Intelligent Ticket Routing
New routing logic checks whether the assigned Trip Owner is online. If they are, the ticket goes directly to them. If they're off-shift, Omnichannel Routing redistributes the ticket to any active agent. Tickets no longer sit unattended.
Management Dashboards
Custom dashboards surface agent utilization, call volume trends, response time analytics, and SLA performance. Management can now make staffing and coaching decisions backed by real data.
AI Readiness
AI agent scoping identified high-frequency, low-complexity ticket types suitable for automation—laying groundwork for the next phase of support evolution.
The Results
By the Numbers
- 20–40 hours/month of agent time recovered from automated itinerary emails alone
- 200–300 itinerary emails/month now generated in under a minute each (previously 6–8 minutes)
- Zero delayed responses from offline Trip Owners—tickets reroute automatically
- First-ever management dashboards with real performance data
Operational Impact
The dynamic itinerary macros account for the most visible time savings. Before automation, an agent building a flight itinerary email spent roughly 6–8 minutes per message. With dynamic macros, the same email generates in under a minute with zero manual data entry.
The assignee-aware routing eliminated delayed responses entirely. For a premium aviation client expecting a response within minutes, that difference matters.
Management dashboards provide something the team never had before: real performance data. Staffing decisions that used to be based on manager intuition now have numbers behind them.
Salesforce data inside Zendesk, automated emails with live trip details, smart routing that never leaves a ticket waiting. Built for service teams where every interaction has to be flawless.
Your clients expect premium service. Do your support tools deliver it?