In this article, we're going to discuss:
- Why a Zendesk Audit Is Essential in 2025
- How to Use a Zendesk Checklist to Audit Your System
- Inside the 2025 Zendesk Health Check Guide
- The Added Value of a Professional Zendesk Audit
- How Premium Plus, Zendesk EMEA Partner of the Year, Can Help You Take Things Further
- Ready to Get the Most From Zendesk in 2025?
- Want Expert Eyes on Your Zendesk?
When regular check-ups or a proper Zendesk audit are neglected, your platform can quickly shift from “best in class” to “barely getting by” before you know it. Maybe reporting never quite tells the full story, tickets don’t flow as smoothly as they should, or automations feel more mysterious than magical.

Download the free Zendesk Health Check Guide 2025 and discover proven tips to:
- boost agent productivity
- optimise triggers and automations
- uncover hidden opportunities in your setup
And with Zendesk regularly rolling out updates and new features, it’s easy to miss opportunities or fall behind if you’re not keeping an eye on your setup. As time goes on and your business changes, it’s all too easy to lose track of what’s working, what’s slowing you down, and whether your setup is keeping pace with new priorities.
That’s where a Zendesk health check comes in. A structured review gives you clarity, confidence, and concrete steps to make Zendesk work harder for you.
Whether you’re a seasoned admin or leading a support team, these insights will help you get the clarity you need to take Zendesk from “good enough” to “truly great.”
Why a Zendesk Audit Is Essential in 2025
Customer service is no longer just an afterthought; it’s a key business differentiator. Your Zendesk instance is at the heart of this, orchestrating everything from ticketing to automation, self-service, and data security. As your company grows and customer expectations rise, regular audits become crucial to keeping your Zendesk instance running smoothly.
A Zendesk health check isn’t just about ticking boxes. It’s about ensuring consistency in how tickets are handled, helping your team identify and act on priorities faster, and maximising efficiency at every level. This proactive approach enables you to:
- Spot inefficiencies: Outdated triggers, unused macros, and redundant automations can slow your team down and frustrate customers.
- Stay aligned with business goals: Your workflows should evolve alongside your business, not hold you back.
- Maintain security and compliance: With regulations and best practices changing, regular reviews help keep customer data safe.
- Boost agent productivity: Streamlined processes mean agents spend less time on admin and more time helping customers.
- Maximise your investment: Zendesk is a powerful tool. Make sure you’re getting full value from it.
A health check is like a routine service for your support platform: it helps you catch small issues before they become big problems.
How to Use a Zendesk Checklist to Audit Your System
A Zendesk checklist acts as your step-by-step guide for reviewing all the key areas of your Zendesk instance. It helps ensure nothing gets overlooked, whether you’re doing a quarterly audit or gearing up for a major update.
Follow this approach for an effective health check:
- Schedule regular audits: Once per quarter is a good rhythm.
- Involve your team: Gather feedback from agents, managers, and IT. Each role offers unique insights.
- Work through the checklist methodically: Focus on one area at a time for thoroughness.
- Document your findings: Record what’s working well and where improvements are needed.
- Prioritise actions: Tackle quick wins first, then plan for larger changes.
- Implement and measure: Make changes, monitor results, and adjust as needed.
A Zendesk checklist typically covers:
- Ticket management: What is implemented? What is working and what is not?
- Automations and triggers: Are triggers/automations used? Are the rules working, or do they have broken conditions? Are triggers well organised?
- Macros and views: Are agents using the right tools to respond quickly?
- Integrations: Are your third-party apps still needed and secure?
- User permissions: Is access managed correctly?
- Reporting and analytics: Are custom metrics/attributes creating any errors?
- Knowledge base: Is your help centre branded? Does it have broken images/links? What is the help centre page structure?
Using a clear checklist ensures continuous improvement and keeps your instance in top shape, making the most of Zendesk best practices and the latest updates.
Inside the 2025 Zendesk Health Check Guide
To make your audit as easy as possible, we’ve updated our free Zendesk Health Check Guide for 2025. This updated guide shares Zendesk best practices across workflows, automation, branding, security, and Zendesk Agent Copilot (AI), making it easy to spot where your setup can be improved.
It’s focused on practical recommendations and clear explanations. So you can see, at a glance, how to move your support from good to great, whether you’re just starting out or already an experienced Zendesk admin.

Download the free Zendesk Health Check Guide 2025 and discover proven tips to:
- boost agent productivity
- optimise triggers and automations
- uncover hidden opportunities in your setup
Here’s a sneak peek at what you’ll find in the full guide:
Trigger & Automation
- Are your triggers and automations neatly organised and serving the right business goals?
- Do you have reminders set up to prevent ticket backlogs?
- Are skills and omnichannel routing in place to make sure tickets reach the right agent at the right time?
- Can you easily track which automations have fired on each ticket using the “events” feature?
Ticket Lifecycle & Team Collaboration
- Are tickets moving smoothly from New and Open to On Hold, Pending, Solved, and Closed?
- How do you handle internal and external follow-ups within your workflows?
- Are agents collaborating efficiently on tickets, and do they use side conversations for third-party communications?
Workflows & Best Practices
- Have you established logical categorisation and prioritisation for tickets?
- Are your ticket forms streamlined to avoid redundant questions?
- Do you use business rules and intents to automatically assign, prioritise, and notify the right people?
- Can you report on ticket types and business impact with custom views and reports?
- Do your agents focus on high-priority tickets, such as those with breached SLAs?
Branding
- Does your Zendesk help centre use a responsive theme that matches your company’s website?
- Have you created a custom email template with your logo, colours, and brand elements?
- Are your favicon and brand colours up to date across all channels?
- Do agents have personalised avatars and signatures that reflect your brand personality?
- Are you using your own branded email addresses for support communications?
Security
- Are you enforcing strong password policies and regularly updating them?
- Is two-factor authentication (2FA) enabled for agents and end-users?
- Have you removed unused API tokens to keep your account secure and tidy?
- Are all integrations reviewed for necessity and security?
Zendesk Copilot (AI)
- Are you leveraging Zendesk Copilot to boost agent productivity with AI-powered summaries, tone adjustments, and suggestions?
- Do you use Copilot’s intent detection to automate ticket routing and replies?
- Is Copilot auto-assist implemented to help agents respond faster and more accurately?
The Health Check guide is packed with straightforward explanations and practical recommendations. It’s written in clear language to help you easily review your Zendesk setup and spot the most impactful opportunities for improvement, whether you’re a beginner or an experienced admin.
The Added Value of a Professional Zendesk Audit
While a Zendesk checklist empowers you to catch the obvious, a professional audit digs deeper, uncovering hidden risks, inefficiencies, and opportunities for improvement.
Why consider a Zendesk audit?
- Expert analysis: Certified Zendesk professionals spot what’s easy to miss.
- Tailored recommendations: Advice is specific to your workflows, not generic.
- Future-proofing: Stay ahead of new Zendesk features and best practices.
- Objective feedback: A fresh set of eyes can reveal what internal teams might overlook.
A Zendesk audit is particularly useful if you’ve grown quickly, plan a major update, or simply want reassurance that your instance is secure and optimised.
Typical Audit Focus Areas
- Overcomplicated workflows: Too many triggers or automations can bog down performance.
- Outdated macros: Old responses can cause confusion and inefficiency.
- Security gaps: Forgotten user accounts or loose permissions risk data breaches.
- Underused features: Many teams miss out on new tools and integrations.
- Inconsistent customer experience: Multiple channels should feel seamless, not fragmented.
A professional Zendesk audit results in a clear, prioritised action plan and hands-on support if you want help implementing improvements.
How Premium Plus, Zendesk EMEA Partner of the Year, Can Help You Take Things Further
Premium Plus inspects areas that can’t be reached by automation or that require an expert’s judgement to provide meaningful insights.
When you need more than a basic health check, Premium Plus offers a comprehensive Zendesk health check service that truly stands out. Our thorough, practical audit is always tailored to your needs and combines both automated and manual checks for depth and accuracy.
Our comprehensive Zendesk audit goes well beyond automated scans. While many companies rely solely on automatic checks, charging you for a report generated by software, Premium Plus combines automation with a detailed manual audit. Our team inspects areas that can’t be reached by automation or that require an expert’s judgement to provide meaningful insights. This approach ensures nothing crucial is overlooked and that your report is both thorough and genuinely useful.
- 90+ Tasks Reviewed: Both automatic and manual checks cover every corner of your Zendesk instance, ensuring a deep and complete audit.
- Manual Human Expertise: Our experts manually review all tasks that can’t be checked automatically or where a human eye adds more value.
- A clear action plan: You’ll have a clear report with the number of tasks to action, categories (security, workflow, etc) and impact (low, medium, high).
- 1-Hour Debriefing Meeting: At the end of every audit, we offer a dedicated one-hour debriefing session. You’ll get a chance to ask questions, discuss recommendations, and walk away with a clear, actionable roadmap.
Our approach is collaborative and jargon-free, and there’s no pressure or hard sell. Just a genuine offer to help you get more from Zendesk.
Premium Plus’s Zendesk audit is:
- Thorough: Every aspect of your Zendesk is assessed, from workflow and security to analytics and agent experience.
- Actionable: You get clear, prioritised recommendations, not just a list of issues.
- Collaborative: Our experts work with your team in a friendly, jargon-free way.
- Welcoming: We’re here to offer guidance, not a sales pitch.
If you’d like a health check done by Zendesk and CX experts, Premium Plus is here to help. Sometimes, a fresh perspective and a conversation with someone who’s seen it all can make all the difference.
Ready to Get the Most From Zendesk in 2025?
Regular Zendesk audits keep your support team efficient, your workflows clear, and your customers happy. Whether you use our free 2025 Zendesk Health Check Guide to run your own review or reach out to Premium Plus for a professional audit, you’re setting your business up for customer experience success this year.

Download the free Zendesk Health Check Guide 2025 and discover proven tips to:
- boost agent productivity
- optimise triggers and automations
- uncover hidden opportunities in your setup