Zendesk done properly.
Consulting, custom apps and AI for support teams that want fewer clicks and faster answers. By the author of Mastering Zendesk.
Three ways I help.
Start anywhere. Most teams begin with an audit.
Strategy
Audit and fix what slows you down.
A two-week review of triggers, routing, SLAs and reporting, ranked by impact.
Build
Apps and integrations that fit your process.
Custom apps, API integrations, migrations and workflow automation. Documented, tested, handed over.
AI
AI embedded in the workflow, not bolted on.
Zendesk AI configured for results, plus custom classification and reporting engines.
About
“I craft tailored customer service environments to elevate your support capabilities.”
Consultant, developer and Marketplace app author. You work with me directly, no agency layer.
Seamless Conversations
Every channel in one place, every reply on time.
Effortless Workflows
Agents spend time on customers, not clicks.
Streamlined Processes
Triggers, routing and SLAs that run themselves.
Ongoing Growth
Reporting and iteration that keep pace with the business.
AI Readiness
Most AI initiatives fail because they are added as tools.
Real impact happens when AI is embedded into workflows, governance and measurable business logic.
Zendesk Native AI
Intelligent Triage, Macro Suggestions, Generative Replies, Knowledge Surfacing and automated routing, configured to improve reply time and reduce backlog without adding headcount.
Custom AI Solutions
Tailored systems around your operation: ticket classification models, multi-step AI reporting engines and insight extraction. Built with scalability, security and measurable ROI in mind.
AI & Automation Architecture
OpenAI, Claude and other LLMs integrated into your support ecosystem. Orchestration, automation pipelines, middleware and decision layers across the CX stack.
- 01Data & Workflow Assessment
- 02AI Opportunity Mapping
- 03Architecture & Governance Design
- 04Implementation & Continuous Optimization
Get an AI Readiness Audit
Fast assessment, clear roadmap, measurable next steps.
Built for agents. Live on the Marketplace.
Three apps, each with its own docs and support in the Help Center.
Quick Merge
Quickly merge tickets of a user without navigating away from the ticket.
Signature 4 Groups
Set a different signature for every group in Zendesk.
NoteFlow
Manage public replies and internal notes at the same time.
In their words.
Recommendations from LinkedIn.
Tobias S., LinkedIn recommendation
Solutions Engineer · Zyxel Networks
Whenever Zendesk reaches its limits, Cedric finds innovative solutions to extend, improve, and automate beyond the standard capabilities.
Thomas Kyle Jackson, LinkedIn recommendation
Head of Customer Service · Runtastic (adidas)
Deep Zendesk knowledge combined with strong programming expertise. A go-to resource for integrations, workflows, and custom features. We tackled tough challenges with confidence.
Jørn Ronnow, LinkedIn recommendation
Head of Customer Service · Weber-Stephen Products
He understands the business problem and turns it into a workable IT solution, improving customer satisfaction and agent efficiency when solving tickets.
Nikola Lindberg, LinkedIn recommendation
Product Manager · Trusted Shops
We built a great Zendesk app together. Cedric always finds a way around restrictions. A real Zendesk guru, and genuinely fun to work with.
Philipp Hörtenhuber, LinkedIn recommendation
Head of Account Management · Das Merch. Founder · ELEVARO
After closely working together on several projects in Customer Support, I can truly recommend Cedric as your go-to person when it comes to Zendesk. "Impossible is nothing" describes how he deals with customization requests. With his help we improved our efficiency in ticket handling and introduced a new reward system for our agents.
Christoph Kutz, LinkedIn recommendation
IT Business Partner · Ariadne
Cedric is supporting our company for almost 3 years now. He has developed various Zendesk web apps and integrations for us, which have made our everyday lives a lot easier. Beyond Zendesk, he is a first-class, solution-oriented contact for any kind of software development.
Chris Thaller, LinkedIn recommendation
Head of Creative Projects · Runtastic
Cedric is a dedicated creative mastermind. I count him among the best and most professional freelancers in creative ideas, project management, consulting, writing and customer support management. He consistently produces top-quality results on deadline and has the rare ability of knowing anything about everything.
Zeni Bandy, LinkedIn recommendation
Head of Customer Support · Timeleft
First, thank you for writing the only good book on Zendesk. I just bought a copy and am very much looking forward to digging in. It is surprising how little information is available about the most popular customer support platform; it's a great idea to publish something on it.
Pick a slot. 20 minutes, no pitch.
Bring your Zendesk questions. You leave with a clear next step, whether or not we work together.
- 5'Your setup. Team size, channels, what hurts most.
- 10'Live look. Share your screen, I point at the quick wins.
- 5'Next step. Audit, sprint, or nothing at all.
Need help with Quick Merge, Signature 4 Groups or NoteFlow? That lives in the Help Center →
Select a day
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Some of the teams I have worked with.
A selection, not the full list. From adidas to a six-person start-up.
