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Frequently asked questions
Common questions about our solutions, services and how we work
Solutions & approach
How do you decide what to implement first?
We prioritise based on impact and adoption, not complexity. During discovery, we identify which workflows create the most friction for your teams and which improvements deliver the fastest value. The goal is to build confidence early, then expand from there.
What if we don't know exactly what we need yet?
That's common, and exactly why we start with clarity instead of features. A health check or scoping session helps you understand your current reality before making decisions. You don't need a perfect roadmap—you need a clear next step.
Do you work with existing Zendesk setups or only new implementations?
Both. Many organisations come to us with Zendesk already live but struggling with complexity, unclear ownership or low adoption. Optimisation, health checks and training are often more valuable than starting from scratch.
Can you help us prepare for AI and automation?
Yes, but preparation doesn't mean adding AI everywhere. It means simplifying workflows, improving data quality and ensuring your team understands what automation should actually solve. AI works best when the foundation is clear.
How long does a typical engagement take?
It depends on scope, but most implementations take 4-8 weeks, health checks take 1-2 weeks, and optimisation is often phased over several months. We design timelines around adoption, not just delivery.
Products & services
What's the difference between a health check and optimisation?
A health check is an assessment—it creates clarity on what's working and what's not. Optimisation is the work that follows: simplifying workflows, improving automation and realigning Zendesk with how your organisation actually works today.
Is Premium Care a support contract?
Not in the traditional sense. Premium Care is an ongoing partnership where you have direct access to Zendesk experts who know your setup. Instead of reacting to issues, we help you think through changes before they create problems.
Do you offer Zendesk licensing and renewals?
Yes. We help organisations choose the right Zendesk plan, manage renewals and ensure licensing aligns with actual usage. We're not resellers pushing upgrades—we focus on what makes sense for your situation.
What kind of training do you provide?
We offer role-based training for agents, admins and managers. Training is designed around real workflows, not generic features. The goal is confidence and adoption, not just knowledge transfer.
Can you migrate data from our old system to Zendesk?
Yes. Data migration is about deciding what to bring, not just moving everything. We help you evaluate what data actually supports your future workflows, then handle the technical migration with validation and testing.
About Premium Plus
What makes Premium Plus different from other Zendesk partners?
We prioritise clarity over complexity, adoption over features and phased improvement over big changes. Many partners focus on what Zendesk can do. We focus on what your organisation actually needs and how to make it work in practice.
Do you only work with large enterprises?
No. We work with organisations of all sizes—from growing teams implementing Zendesk for the first time to established enterprises optimising complex setups. What matters is alignment, not company size.
Where are you based and do you work remotely?
We're based in the Netherlands but work with organisations across Europe and beyond. Most engagements are remote, with on-site workshops when it adds value. Location is rarely a barrier.
How do you charge for your services?
It depends on the service. Health checks and implementations are usually fixed-scope engagements. Optimisation and Premium Care can be ongoing or phased. We're transparent about pricing and scope before we start.
What if we're already working with another Zendesk partner?
That's fine. Some organisations come to us for a second opinion, a health check or specific expertise their current partner doesn't cover. We can complement existing relationships or take over if needed.
