Everything we configure on Zendesk.
From plan selection to advanced AI and automation.
AI agents setup
- Conversational bot configuration
- Intent & knowledge connection
- Resolution & handover rules
Copilot for agents
- Copilot enablement
- Suggested replies & summaries
- Procedures & auto-assist setup
Knowledge base & Help Center
- Theme & brand customization
- Article & category structure
- Custom domain
Messaging & live chat
- Web Widget install
- Social & WhatsApp channels
- Pre-chat forms & visibility rules
Voice & contact center
- Phone number & IVR setup
- Call routing rules
- Voicemail & callback
Agent Workspace & omnichannel inbox
- Unified workspace setup
- Channel & view configuration
- Context panel & layouts
Ticketing, forms & fields
- Ticket forms & types
- Custom & conditional fields
- Ticket statuses & tags
Triggers, automations & macros
- Business rule triggers
- Time-based automations
- Macro library setup
Routing & SLA policies
- Omnichannel & skills-based routing
- SLA targets
- Priority & escalation rules
Side conversations & collaboration
- Side conversations setup
- Light agents
- Email / Slack collaboration
CSAT & satisfaction surveys
- CSAT survey setup
- Rating triggers & follow-up
- Satisfaction reporting
Security, identity & data privacy
- SSO / SAML & JWT
- Two-factor & access controls
- Redaction & data protection
Marketplace apps & integrations
- Marketplace app setup
- CRM & commerce integrations
- Sidebar app configuration
Actions, API & webhooks
- API configuration
- Webhooks & custom actions
- External data connections
Reporting & analytics (Explore)
- Dashboard configuration
- Custom report building
- Metrics & KPI tracking
Quality assurance (QA)
- AI & human QA scoring
- Quality category setup
- Spotlight & calibration
Workforce management (WFM)
- Volume forecasting
- Agent scheduling
- Real-time adherence
Community forums
- Topic & post structure
- Moderation & permissions
- Community guidelines setup
Customer portal & self-service
- Sign-in & request portal
- Ticket tracking setup
- Self-service deflection
Customer data & custom objects
- User fields
- Organization fields
- Custom objects modeling
Team, roles & permissions
- Agent & group setup
- Custom role definition
- Notification preferences
CX strategy & plan selection
- Plan & seat planning
- Add-on selection
- Workspace roadmap
One-time service
Strategic Zendesk System Design & Implementation
Zendesk works best when it reflects your processes, structure, and workflows. We build fully customized Zendesk systems - scoped, designed, and implemented around your needs.
Best for - scaling teams looking to bring structure to CS/CX or internal operations through smart ticketing.
How It Works?
We learn your operations – we start by scoping and mapping your workflows, escalation paths, collaboration needs, communication flow, and tech stack.
Design & plan your system – together, we define requirements, align processes, and structure the solution collaboratively.
Configure Zendesk & integrations – we implement your setup and integrate the tools that power your operations.
Onboard & train your team – we ensure your team is equipped to use, maintain, and evolve the system effectively.
One-time service
Zendesk Optimization
A one-time engagement to upgrade, integrate new tools, or refine workflows - expert support to get more out of your existing Zendesk.
Best for - teams that want to maximize the value of their existing Zendesk investment.
How It Works?
We audit and learn your current process
Re-design workflows to better meet your needs
Re-configure Zendesk
Train your team
Ongoing service · Retainer
Zendesk Admin Assist Service
Expert backup for your in-house Zendesk admin - best-practice guidance, config reviews, and a senior expert to turn to.
Best for - teams that already have an admin but need expert capacity on demand.
What Is Included?
Ongoing configuration & workflow reviews
Best-practice guidance & recommendations
Planning support for new features & rollouts
Direction as your setup and Zendesk grow
Ongoing service · Retainer
Zendesk Managed Administration
We run your Zendesk end to end, partnering closely with your CS lead, so you don't need to hire one in-house.
Best for - businesses that want continuous, hands-off professional management.
WHAT'S INCLUDED?
Proactive recommendations and continuous maintenance aligned with Zendesk updates and new features
User role and agent access management
Maintenance of connected integrations
Support for CS leads to help answer questions and guide platform use
Not sure what’s need?
We are here to answer your questions.