Superhuman
How Superhuman replaced a chaotic shared inbox with a structured Zendesk ticketing system for their Equity and Investor Relations teams, cutting inbox management time by an estimated 60-70%.
Industry: AI-Powered Email and Productivity Tools
Client Profile: Fast-growing company with over 1,000 employees serving high-performance teams
Key Results
- 60–70% reduction in inbox management and email coordination time
- $50,000–80,000/year in recovered productivity
- 3x capacity headroom without adding headcount
About the Client
Superhuman builds AI-powered email and productivity tools for fast-moving teams. With over 1,000 employees and rapid growth, their Equity and Investor Relations departments needed communication infrastructure that could keep pace. A shared Gmail inbox wasn't it.
Client Voice
We've built Zendesk systems for high-growth companies managing sensitive, high-volume correspondence. Let's talk about what structured support infrastructure could do for your team.
Is your team drowning in a shared inbox?
The Challenge
Superhuman's Equity and Investor Relations teams were managing high-stakes correspondence through a shared Gmail inbox. No routing. No SLA tracking. No audit trail.
Invisible Workload
When investor questions arrived, nobody knew who was handling what. Messages sat unread for hours. Urgent items got buried under routine correspondence. The team had zero visibility into workload distribution or response times.
Stakes Too High for a Shared Inbox
Investor relations demands precision. Equity management requires accountability. A shared inbox offered neither, and the problem only compounded as the company scaled.
The Solution
Zendesk was configured specifically for IR and Equity department workflows. The shared inbox became a structured queue with routing rules, SLA enforcement, and full audit trails.
Branded Outbound Email
Dedicated outbound email addresses were set up with SMTP connectors and SSO authentication. This gave the team branded, secure email without the Gmail interface. Google Groups integration handled email threading and coordination across departments.
Workflow Automation
Chaotic email volume was converted into organized ticket queues. The team can now see who is working on what, track response times, and flag priority items. Training materials were built to get the team up to speed quickly.
Rebrand-Ready Infrastructure
When Superhuman rebranded, the subdomain configuration was migrated without downtime. The system adapted as the company evolved.
The Results
By the Numbers
- 60–70% reduction in time spent on inbox management and email coordination
- $50,000–80,000/year in recovered productivity (senior staff at $75–100/hour)
- 3x current inquiry volume absorbable without adding headcount
Operational Impact
Response coordination dropped from hours to minutes. What used to require Slack threads and manual tracking now happens automatically in Zendesk.
SLA tracking means investor questions get answered within defined windows. Audit trails provide accountability that didn't exist before. Workload visibility helps managers balance team capacity in real time.
As Superhuman's investor relations complexity increases, the infrastructure won't break. It'll adapt.
We've built Zendesk systems for high-growth companies managing sensitive, high-volume correspondence. Let's talk about what structured support infrastructure could do for your team.
Is your team drowning in a shared inbox?