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.
Is your Zendesk setup really working for you?
A practical health check to uncover risks, quick wins, and optimisation opportunities
Most Zendesk environments evolve without intention. Features get added. Workflows drift. Settings that made sense two years ago now create friction. A health check gives you an objective assessment of what's working, what's not, and what you should prioritise to improve efficiency and service quality.
Signs your Zendesk needs a health check
Tickets take too long to resolve
Agents lose time searching for information, waiting on assignments or working around broken processes instead of helping customers.
Workflows feel unreliable
Some tickets route correctly, others fall through the cracks. You are not confident which rules are active or why they behave the way they do.
Reporting does not give you answers
You have dashboards, but they do not explain why performance is dropping, which teams need support or where customers get stuck.
You are paying for features you do not use
AI, reporting, and integrations sit idle because teams are unsure how to use them, leaving value on the table.
Our health check approach
We audit your Zendesk environment against service best practices and operational reality. Every health check we conduct is structured around five core areas.
1. Ticket workflows & routing
Review triggers, automations, macros and other rules to identify broken workflows.
2. Agent experience & efficiency
Assess interface layouts, app usage and workspace design. Find what slows agents down and what could speed them up.
3. Integrations & data flow
Audit connected apps and API usage. Check for broken integrations, unused apps, or missing connections that would improve service delivery.
4. Security, permissions & governance
Review user roles, permissions, data handling, and compliance settings. Ensure proper access controls and identify security risks.
5. Licence utilisation & cost optimisation
Analyse feature usage, underutilised add-ons, opportunities to consolidate, or features you should be using but aren't.
The result is not just an audit. It's an actionable improvement plan.
Smarter workflows, faster answers, happier customers.
General analysis of your Zendesk configuration to identify broken workflows, security issues, unused features, and much more.
Ranked list of recommendations based on impact and effort. Know what to fix first, what can wait, and what's not worth changing.
We pinpoint simple issues during the audit that you can implement right away and see immediate improvements.
Health check outcomes
"We had no one internally who could clean up our Zendesk instance. No one had the experience that Premium Plus was able to provide, and that’s why we started with the Health Check. Some of the things that came out of it were about features we didn’t even know existed."
Joanna Rodriguez, Player Care Manager
Star Stable
What you gain from a health check
When you understand what's slowing your team down and have a clear plan to fix it, operational improvements happen faster. You stop guessing and start optimising with purpose.
The biggest gain is not finding problems. It's knowing what to fix first.
Common questions about health checks
Ready to understand what's slowing your team down?
Let's audit your Zendesk and build a clear improvement roadmap.
