In September 2026 we moved MONEI's merchant support from Zendesk to Amazon Connect, with AI on Amazon Bedrock and a support workspace inside our back office. The goal was to give merchants useful answers sooner and give our team a clearer path from a request to its resolution. This post explains the move, the support experience it enabled and what we can measure so far.

Why we left Zendesk

Zendesk helped us manage support for several years. As MONEI grew, we wanted a workflow that made it easier to keep our guidance current, shape our AI support, involve the right people across the team and optimise our support costs.

We already enriched Zendesk tickets with merchant and payment information, but investigating a request still meant moving between Zendesk and our back office.

Three frictions kept growing:

Two sources of truth .…