Already using Zendesk, but feel like you’re not getting the full value from it? We help businesses further develop, optimize, and manage Zendesk so the system better supports workflows, teams, and the customer experience.
Through analysis, workshops, and advisory, we help improve processes, reduce manual work, and ensure you continue getting more value from Zendesk over time.
Kickoff and planning
We begin with a kickoff session where we discuss how Zendesk is currently being used and experienced within your organization. The goal is to understand how the solution works today, identify bottlenecks and manual processes, and uncover opportunities for improvement.
This phase is largely about listening and gaining insight into your current setup — what works well, what creates friction, and which areas you want to improve. Together, we establish a shared understanding of the current situation and lay the foundation for the optimization process ahead.
System review
Through a system review, we gain access to your Zendesk account and carry out a technical assessment of how the solution is currently configured and used. This gives us an overview of which features are being utilized and where there is room for improvement.
Based on this review, we identify opportunities for technical and operational improvements.
Agent shadowing
Through agent shadowing, we observe how agents actually use Zendesk in their day-to-day work. The goal is to understand workflows, identify unnecessary manual work, and uncover areas where processes can be improved.
This gives insight into how the solution and workflows function in practice and what may be causing operational challenges. In some cases, the need may be better training or clearer routines rather than system changes. We place particular focus on identifying where automation, improved structure, or increased knowledge can help create a more efficient workday for agents.
Workshops and solution design
We conduct one or more focused workshops where we review findings from the solution review and agent shadowing. Based on this analysis, we establish a shared understanding of how you want to continue developing Zendesk and how agents can best be supported in their daily work.
Together, we review workflows and identify how common and repetitive requests can be handled more efficiently through improved processes and automation.
Setup and configuration
Based on the findings and priorities identified, we implement improvements and further develop your Zendesk solution together with you. This can include improvements to workflows, structure, automation, and AI functionality that help create smoother processes, reduce manual work, and improve the handling of customer interactions.
Smaller adjustments can often be implemented continuously, while larger changes and redesigns are planned and coordinated as part of the optimization process.
Help Center design
We help further develop your help center so it feels professional, user-friendly, and aligned with your visual identity. This can include both visual and structural improvements that make the help center more consistent, recognizable, and easier to use.
At the same time, we focus on structure and user experience to help customers find relevant information more quickly. We also consider how the content can support agents in case handling, and how the solution can work together with Zendesk AI and automated responses.
The help center can be improved based on the existing design or further developed more extensively when needed.
Integrations and apps
We review how Zendesk interacts with the rest of your system landscape to identify where integrations, apps, and automation can reduce manual work and improve workflows across systems.
This can include syncing customer data, displaying relevant information directly in Zendesk, sharing data between systems, or simplifying repetitive tasks for agents.
We also help set up and further develop integrations, recommend relevant apps, and build custom solutions when needed.
Testing and training
To ensure the changes work well in practice, we test the solution together with you and make ongoing adjustments where needed. Once improvements have been implemented, we provide training tailored to your teams and workflows to support successful adoption over time.
Training can be adapted for both agents and administrators, and we can also provide customized documentation and training materials when needed.
Implementation of changes
Once the improvements are ready, they are rolled out in a controlled and structured way. We follow up after launch, make necessary adjustments, and ensure new workflows, automation, and structures work as intended.
The goal is not only to implement changes technically, but to ensure they are successfully adopted across the organization. That’s why we focus on clear communication, alignment with key stakeholders, and practical support throughout the rollout period. This helps create a smoother transition and stronger results from the improvements that have been implemented.
Ongoing management and continuous improvement
For many businesses, optimization is the start of a longer journey with Zendesk. As teams work more in the system, new needs and opportunities for improvement naturally emerge. At the same time, the platform evolves rapidly, making it important to continuously adjust and improve the solution over time.
Kundelab helps you with ongoing management and continuous improvement through advisory, prioritization, setup adjustments, and support for internal solution owners. The goal is to ensure Zendesk continues to evolve alongside your organization while remaining structured, efficient, and easy to manage.