We audit your Zendesk setup against your real ticket data at no cost and show you exactly what is driving up handle times, missing deflection, and burning agent hours on work a trigger or macro could own. If you want it fixed, we scope a fixed-price engagement: full implementation, automation, help center, and integrations with the rest of your stack.
The default out-of-the-box setup handles the basics, but it does not know your product, your team structure, or the questions your customers actually ask. So tickets pile up in a single group, agents copy and paste the same replies, SLA timers fire on the wrong conditions, and nobody knows what the deflection rate should be because nobody measured it to begin with.
We flipped it. The audit comes first and it comes free, built on your real data: your ticket volume by type, your current trigger and automation logic, your help center coverage, and the integrations connecting Zendesk to the rest of your stack. You see the findings and the hours each fix is worth before any money changes hands. If the setup is already solid, we will tell you, and you owe nothing.
No procurement loop, no open-ended retainer, no day-rate negotiation. The whole front end runs on one form and one call.
Work email and read-only access to your Zendesk instance. We need enough to pull ticket volume, current triggers, automations, and help center structure. That is the whole request.
We review your trigger and automation logic, macro coverage against your top ticket types, SLA configuration, routing rules, help center gaps, and how Zendesk connects to your CRM and other tools.
A short call to walk through what we found, the hours each fix saves per month, and the order we would tackle them in. You keep the audit report either way.
If you want it done, we scope a fixed engagement: automation sprints, help center build, integrations, and any migration work. You see the price before you commit.
The automation layer decides how fast tickets move. The knowledge layer decides how many reach an agent at all. The integration layer decides whether agents have the context they need. Neglect one and the other two underperform.
Triggers, automations, macros, SLA policies, ticket groups, routing by skill and topic, escalation paths, and business hours configuration. We map your real ticket taxonomy first, then build automation that matches it, so the rules work with your actual workflow rather than against it.
Knowledge base architecture, article templates, content migration from existing docs, Guide theme setup, and AI agent assist configuration so Zendesk surfaces the right article before an agent types the same answer for the hundredth time. Pair with our AI Support Agent service for a fully automated first line.
Native app connections to Salesforce, HubSpot, Slack, Jira, and Stripe. Custom API integrations for anything else in your stack. Sunshine custom objects to model your product data directly in Zendesk, so agents see the full customer context without switching tabs.
Want the depth? Every one of these is broken down, with methodology and configuration examples, in the complete Zendesk implementation guide. This page gets you a free audit; the guide is the reference.
Every automation we build follows the same structure: the business rule it encodes, the conditions it fires on, the actions it takes, and the test case that confirms it works. No ambiguity about what the trigger should do or when.
The card on the right is illustrative. Your implementation is built from your real ticket types and team structure.
Assign group Billing
Set priority High
Add tag billing-auto-routed
Send email Requester: billing_ack macro
Notify Slack #billing-alerts: {{ticket.id}}
A quick automation cleanup is a different project from a full multi-channel implementation with migration and custom integrations. We scope what fits after the audit. The exact number is written into the agreement before anything starts.
Support operations work sits at the intersection of automation and customer experience. A few case studies that show the pattern:
Rebuilding the help center and deflection rules for a SaaS team that had grown past its original Zendesk setup.
Trigger and routing rebuild that cut first response time by two hours across a high-volume retail support queue.
Full ticket and knowledge base migration from Freshdesk to Zendesk with zero downtime for the support team.
Drop your work email and a brief description of your current setup. We reply within 24 hours to confirm scope and book a short findings call. The audit is free.
Two fields. We do the rest.
A free audit on your real data. A fixed scope to fix it, only if the numbers justify it. Findings in a week.
Get a free Zendesk audit