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Still drowning in tickets? You don't need more agents, you need better structure

Whether your system is slowing you down or no longer scales, clear intake, smart self-service, and simple automation remove unnecessary volume so your team can focus on what truly matters.

Get in contact with an expert

Make Zendesk work better as your organisation evolves

Zendesk is implemented and used every day.
But as teams grow, volumes change and expectations rise, friction slowly appears.

Request a health check

Why Zendesk setups lose effectiveness over time

Most Zendesk environments don’t suddenly break. They slowly drift.

  • Automation is added under pressure.
  • Workflows evolve without revisiting earlier decisions.
  • Ownership becomes unclear.
    Small fixes pile up into complexity.

Over time, Zendesk still works, but teams lose confidence in it. Optimisation is about realigning Zendesk with how your organisation works today, not how it worked when the platform first went live.
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Zendesk optimisation explained

Zendesk optimisation is not about adding more features.It is about making the existing setup easier to understand, safer to change and better aligned with daily work. We look at optimisation through the lens of usage, structure and decision-making.

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1. Simplifying workflows and ticket journeys

We analyse how tickets flow through Zendesk and where unnecessary steps, handovers or exceptions slow teams down.

2. Strengthening automation without fragility

Automation should reduce manual work, not create risk. We review triggers and rules to remove overlap and hidden dependencies.

3. Clarifying roles, permissions and ownership

Optimisation often means making responsibility explicit, so teams know who decides, changes and escalates.

4. Improving reporting and insight

We ensure dashboards reflect reality and support decision-making instead of creating discussion about data accuracy.

5. Preparing for growth and future use cases

Optimisation looks ahead. We remove structural blockers that limit scaling, new channels or AI adoption later on.

 


The goal is not perfection.
It is clarity, stability and impact.

Hear it from them, not us.

Premium Plus helped us set up Zendesk in a way that best supports our business goals and customers.

Maryse Landreville

Supervisor at LifeWorks

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Thanks to Ana-Luísa’s guidance, our team mastered the Support module and saw real improvements.

Miklós Jávori

Technical Support Manager at IMI Hydronic Engineering

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We went live with messaging and support on time, even under strict deadlines. Thank you Premium Plus!

Steven Harris

Sprintax

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Nothing is too much trouble. Broad expertise and a truly premium experience.

Najim Gharbi

Account Executive at Zendesk

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After more than a year of collaboration, they gave great advice and implemented quickly.

Sarah De Wael

Quality & Customer Care Manager at Carrefour

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How optimisation works

  1. Step 1

    Understand the current setup

    We review how Zendesk is configured and how it is actually used in daily operations. This often starts with a focused health check.

  2. Step 2

    Identify high-impact improvements

    We pinpoint where simplification and refinement deliver the most value. No long wishlists, only meaningful changes.

  3. Step 3

    Improve and validate

    We implement improvements in a controlled way and validate them with your teams, ensuring changes are understood and adopted.

Zendesk optimisation explained

Optimisation is not about adding features.
It is about reducing friction and restoring clarity.

We look at how Zendesk behaves under real pressure. How decisions were made, how automation interacts and how teams actually work with the system today.

 

Optimisation focuses on simplifying what grew too complex, strengthening what feels fragile and removing blockers that prevent future growth.

The goal is not perfection.
It is a setup teams understand, trust and can safely evolve.

What teams gain from optimisation

Measured impact from real optimisation projects

+32%
Faster ticket handling

Simplified workflows and automation reduce unnecessary steps and agent effort.

–25%
Less manual work

Optimised automation removes repetitive actions and fragile workarounds.

+20%
Higher agent adoption

Clearer setups increase trust and consistent usage across teams.

Common questions about health checks

How long does a health check take? Most health checks take 1-2 weeks. Discovery and audit happen over 3-5 days. Analysis and report creation take another 3-5 days. Timeline depends on environment complexity and team availability for interviews.
Will this disrupt our operations? No. Health checks are observational. We review configurations, conduct interviews, and shadow agents without making changes (except quick wins you approve). Normal support operations continue uninterrupted.
Can you implement the improvements you find? Yes. After delivering the report and roadmap, we can implement high-priority improvements, train your team on changes, or provide ongoing optimization support. Implementation is optional based on your needs.
How often should we do health checks? Annually for most teams. More frequently if you're growing fast, launching new products, or making significant organizational changes. Health checks are also valuable after mergers or when leadership changes.
What access do you need to conduct a health check? Admin-level Zendesk access to review configurations, automations, and reporting. Interview access to agents, managers, and admins. Optional: analytics data, integration details, and strategic documentation.

Ready to make Zendesk work better?

Get a clear view on where your setup slows teams down and what to improve first, without overcomplicating or reimplementing everything.

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