Cedric F. Jacob

Strategy & Consulting

Zendesk Audit /
Health Check

Know exactly what is slowing your support down and what to fix first. A full review of your setup, delivered as a prioritized action plan.

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Format
Remote, async + 2 calls
Duration
2 weeks
Deliverable
Report + action plan

Who it's for

  1. 01Teams whose Zendesk grew organically and nobody owns the full picture anymore.
  2. 02New support leads inheriting a setup they did not build.
  3. 03Companies planning AI, a migration or a plan upgrade and wanting a clean baseline first.

Problems it solves

  1. 01Triggers and automations that conflict, loop or silently stopped working.
  2. 02Tickets routed to the wrong group and SLAs that measure the wrong thing.
  3. 03Reports nobody trusts because fields and tags are inconsistent.

What you get

  • Written audit report (PDF) covering setup, workflows, triggers/automations and reporting
  • Prioritized action plan: quick wins, medium projects, strategic changes
  • Trigger and automation map with conflicts and dead rules flagged
  • Field, tag and form hygiene review
  • Review of your hardest recurring requests and of the external tools and workflows connected to Zendesk
  • Reporting baseline: current KPIs and how to measure improvements
  • 60-minute walkthrough call with Q&A

How it works

  1. 01

    Kick-off call

    45 minutes on goals, pain points and access. We also go through your most challenging requests and the external tools and workflows around Zendesk. You add me as an admin or share a sandbox.

  2. 02

    Review

    I go through the account end to end: channels, triggers, automations, views, macros, SLAs, apps, Explore.

  3. 03

    Report & plan

    You receive the report and the ranked action plan. Each item has effort, impact and a suggested owner.

  4. 04

    Walkthrough

    We go through the findings together and decide what to do next, with or without me.

“He understands the business problem and turns it into a workable IT solution, improving customer satisfaction and agent efficiency when solving tickets.”

Jørn Ronnow · Head of Customer Service, Weber-Stephen Products

FAQ

Yes, admin access to the production account or a recent sandbox copy. Read-only is enough for the review itself.

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