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Salto for

Zendesk

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DFIN achieves error-free Zendesk deployments and an automated papertrail with Salto

DFIN, a leader in compliance solutions, faced the challenge of managing high-stakes updates to its Zendesk platform across multiple brands, all while maintaining strict change traceability. The lack of robust rollback capabilities and limited sandbox usability due to drift often forced off-hours deployments to prevent disruptions. DFIN needed a solution to ensure reliable deployments, provide comprehensive change logs, and allow quick rollbacks.

100+ deployments with only one rollback

Weekly deployment time reduced from several hours to minutes

Visibility and traceability with automated log of changes and reverts

ABOUT

Donnelley Financial Solutions

DFIN (Donnelley Financial Solutions) is the leading provider of innovative software and technology-enabled regulatory and compliance solutions, serving both public and private companies, mutual funds, and regulated investment firms. With over 30 years of experience, DFIN supports every stage of its clients’ business and investment lifecycles, ensuring flawless data integrity and secure, accurate processes.

With Salto, we don't have to plan weekend deployments anymore because we literally put it out there. If there's a problem, we roll it right back. We probably have had 100 deployments and no errors.

John Witt

Zendesk admin

100+ deployments with only one rollback

Weekly deployment time reduced from several hours to minutes

Visibility and traceability with automated log of changes and reverts

DFIN, a leader in compliance solutions, faced the challenge of managing continuous, high-stakes updates to its Zendesk platform across multiple brands—all while maintaining strict change traceability. With one brand alone requiring multiple updates weekly, the manual processes in Zendesk's native tools made deployments time-consuming and error-prone. The lack of robust rollback capabilities and limited sandbox usability due to drift often forced off-hours deployments to prevent disruptions. DFIN needed a solution that would ensure reliable deployments, provide comprehensive change logs, and allow quick rollbacks.

Achieving error-free, stress-free and efficient deployments

Before adopting Salto, DFIN dealt with frequent manual deployments in their high-stakes Zendesk environment. Each change required careful manual adjustments, and without robust rollback capabilities, even minor mistakes meant time-consuming corrections and the potential loss of client trust. These translated to off-hours deployments. By integrating Salto, DFIN Zendesk admin, John Witt, assisted in drastically streamlined their deployment process. Minor changes that previously took 15-20 minutes now take just a few minutes, while larger updates, which once required up to four hours, are now completed in just 1-2 hours. With Salto’s rollback feature, DFIN can quickly revert changes if necessary, drastically reducing risks. Witt emphasized, “With Salto, we don't have to plan weekend deployments anymore because we literally put it out there. If there's a problem, we roll it right back. We probably have had 100 deployments and no errors.”

Enhanced visibility and automated documentation

For a company like DFIN, which operates under strict SEC compliance requirements, visibility and traceability are crucial. Salto’s advanced change tracking and dependency analysis have given DFIN complete visibility into all configuration changes. Salto’s automated change-log provides comprehensive documentation of every change, supporting compliance and audit needs. Witt explained, “Salto provides that extra layer of validation, giving DFIN data that shows what we did and when we did it. We are also able to determine what we reverted or changed and why. Previously, when we had to make manual changes, they weren’t consistently recorded. Salto records all of this for us.”

Efficient impact analysis for complex configurations

DFIN’s Zendesk setup includes a ticket form with over 300 conditions. This level of complexity previously made it nearly impossible to track dependencies manually. Salto’s impact analysis capabilities have transformed how the team manages these configurations. DFIN can now clearly see how changes affect the entire configuration. This newfound visibility has significantly reduced the risk of unintended disruptions. Witt noted, “Zendesk does not have built in change management. When you evolve beyond a simple admin function of ticket fields and ticket forms, and some pretty challenging customizations need to be done, you cannot control that with native Zendesk. However, with Salto you can.”

Change management and backup for Zendesk Guide

When DFIN needed to overhaul its Zendesk Guide content, Salto provided the flexibility to test changes thoroughly before going live. By syncing changes between sandbox and production environments, DFIN was able to confidently experiment without impacting users. “We even used it as a way to revert some changes in the content,” Witt shared, “...we are able to use Salto as a backup mechanism.”  Salto also serves as a powerful backup tool, allowing quick rollbacks if needed, which was especially valuable when working on large content updates. Salto also served as a powerful backup tool, allowing quick rollbacks if needed, which was especially valuable when working on large content updates.

Witt summarizes,“Salto has become DFIN's Zendesk change management platform, allowing our deployment process to better align to industry best-practices.”

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