Zendesk Implementation & Support
We're a Zendesk partner, under a partner agreement signed in 2026. We set Zendesk up, build the ticket workflow around how your team already works, automate the routing, and connect it to the CRM you already run — so support and sales stop emailing each other for context.
What we help you do with Zendesk
Most of this is decisions rather than software: who owns a ticket, when it escalates, what a customer should be able to answer themselves. Configuring it is the easy half.
Zendesk setup and configuration
Support, agent workspaces, groups, brands and business rules — set up around your existing team structure rather than around Zendesk's defaults.
Support workflow design
Ticket lifecycle, statuses, SLAs, triggers and escalation paths. The point of all of it is that a ticket can't quietly sit unowned for three days.
Automation and routing
Routing rules, macros and triggers, so the tickets that can be answered from a template are, and the rest reach someone who can actually fix them.
Knowledge base structure
Help-center categories and articles arranged so customers find the answer themselves and agents can link to it instead of retyping it.
Reporting and dashboards
Explore dashboards for ticket volume, first-response and resolution times, and backlog by group — so a manager can answer “are we behind?” without exporting anything.
Salesforce / CRM integration
Connect Zendesk to Salesforce so an agent sees the account and its open opportunities, and a rep sees the open tickets. Usually the standard integration; middleware where the two data models don't line up.
Microsoft 365 and the handoffs
Shared mailboxes routed in, side conversations out to Outlook and Teams, and a path for the people who aren't agents but still have to answer something.
Most Zendesk problems aren't Zendesk problems
They're the ticket that needs someone in finance, or the customer whose record lives in three systems. We do the Salesforce, CRM and Microsoft 365 side too, which is usually where the fix has to happen.
- Configuration built around your real escalation paths, not the demo data
- Automation for the repetitive tickets, so agents get the ones that need a person
- Integration with Salesforce, your CRM, and Microsoft 365
- Reporting a manager can read without exporting it to a spreadsheet first
Tell us where support is leaking
A backlog nobody can explain, tickets bouncing between groups, or a Zendesk somebody set up two years ago and left. We'll tell you what we'd change first.